Kisan Call Centre

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.