Skills required at different levels in Kisan Call Centres

(a)   Facilitation Skills:  

When a call received at the Level-I and Level-II, the receivers welcome the caller by “Greetings” and facilitate him in presenting the problem in a focused way by giving a lead to his  query in the following way :

Speak in Farmer’s language
Use Easy words
Use short sentences
Give patient listening to understand the local conditions and Farmer’s     
situation for the  query he raises.
Diagnose the problem by probing the details.
Answering the query at the level of farmer’s knowledge. 

(b)    Communication Skills:   

Empathise with the farmer
Listen actively for content and feeling
Exhibit commitment and interest to convince the farmer
Avoid defensiveness in conversation.
Use personal words in conversation
Relate with local experiences, if possible.
Avoid use of unnecessary and complex words and sentences   
Smooth transition in voice
Speak politely
Close call with greetings. 

(c)      Computer Skills: 

Basic knowledge of key board and mouse
Basic knowledge of Internet
Sending and Receiving E-mails.