In today’s modern era, services that provide convenience to customers have become one of the key aspects for companies to retain their entire customer base. One of the most essential services in this regard is contact service—the ease with which customers can ask questions or communicate directly with a company. However, not every company can suddenly operate a call center without proper authorization. In Indonesia, the operation of a call center requires an official license issued by the relevant ministry. So, what are the requirements for applying for a call center license?

Why Is a Call Center License Important?

Before diving into the application process, it is important to understand why a call center license is essential for companies:

Compliance with Regulations

The government, through the relevant ministry, has clear regulations governing telecommunications activities, including call center services. A license ensures that the service provider complies with the applicable legal and technical standards.

Customer Protection

With clear regulations in place, the quality of service and the protection of customer data can be better safeguarded and assured.

Promoting Fair Competition

Licensing helps ensure a level playing field in the customer service industry, so all business operators follow the same rules and standards.

Easier Integration with the National Telecommunications System

A call center license enables companies to obtain special number allocations (such as 1100xxx, 140xx), allowing them to connect to national operators and establish legally recognized interconnections.

Types of Call Center Licenses in Indonesia

According to current Indonesian government regulations, call center licenses can be classified as follows:

Multimedia Service License

This license is intended for companies that only provide call center services without operating their own network infrastructure.

Telecommunication Service License

This license is required if the company manages its own telecommunications network and transmission systems—not just content or voice services.

General Requirements for Call Center License Application

To apply for a call center license, the following general requirements must be fulfilled:

Legally Registered Indonesian Entity (PT)

The applicant must be a Limited Liability Company (PT) and have a deed of incorporation that specifies its business activities in the field of telecommunications or customer services.

Valid Tax and Business Legal Documents

Including the company’s Tax Identification Number (NPWP), Business Identification Number (NIB), Business License (SIUP), and domicile certificate.

Organizational Structure and Operational Plan

These must be submitted to the relevant ministry and should include the call center location, the number of agents to be employed, the technology systems to be used, and the company’s long-term operational plan.

Commitment to Customer Data Protection

The call center system must meet the required standards for information security and the protection of customer data.

How to Apply for a Call Center License

Once all general requirements are met, the next step is to proceed with the application. Below are the steps to apply for a call center license:

1. Register via OSS (Online Single Submission)

Visit the official government portal at https://oss.go.id and register your company. OSS is Indonesia’s integrated business licensing system.

2. Select the Appropriate Business License

Choose one business sector that fits your company’s needs Telecommunication Services or Multimedia Services, depending on the type of call center your company will operate.

3. Complete All Supporting Documents

Several documents are required for the application, including:

• Deed of establishment and amendments (if any)
  
  

• Tax ID (NPWP)
  
  

• Business Identification Number (NIB)
  
  

• Company profile
  
  

• IT system architecture diagram
  
  

• Operational work plan
  
  

4. Verification and Evaluation by the Ministry

After submission, the relevant ministry will review both administrative and technical aspects of the application. If everything is complete, the process will proceed to license issuance.

5. Issuance of Operational License

Once approved, the applicant will receive a formal decree authorizing the operation of the call center service in Indonesia.

That concludes a brief overview of call centers from the importance of obtaining a license, the necessary documents required for application, to the step-by-step guide on how to apply for a license through the designated ministry. A call center license is not merely an administrative formality or legal requirement; it is also a reflection of a company’s professionalism and commitment to delivering excellent customer service. With this, customer loyalty can be strengthened and trusted.