Operational Mechanism

A Kisan Call Center consists of a complex of telecommunication infrastructure, computer support and human resources organized to manage effectively and efficiently the queries raised by farmers instantly in the local language.   Mainly, Subject Matter Specialists (SMSs) using telephone and computer, interact with  farmers to understand the problem and answer the queries at a Call Centre.

This is a functional area within an organization like Research Stations, ATICs, KVKs Agricultural Colleges, or an outsourced, where separate facilities exist solely to answer inbound calls or make outbound  telephone calls, to resolve the queries of  pending calls.  Usually it refers to a sophisticated voice operations center that provides a full range of inbound or outbound call handling services including customer support, direct assistance, multi-lingual customer support and other services.  

This is a new dimension in Agriculture Extension Management, which takes account of, and makes full use of on-going information and communication revolution, by optimally utilizing the communication bandwidth to serve the farming community in remotest areas of the country by connecting them to best of the agricultural scientific community.  This is  an important value multiplier for the existing extension mechanisms, which find it otherwise difficult (in terms of infrastructure and finances) to reach their desired clientele.  This will enable establishment of close linkages and seamless communication mechanism among the key stakeholders in the extension system namely – Agricultural Scientists, Extension Functionaries, Farmers and Marketing Agencies.