Transfer of technology is what keeps the wheels of agricultural development moving. The success of agricultural and rural development strategy, initiated, planned and developed by the policy maker, the planner and the scientist, hinges on the effectiveness of the extension machinery and personnel, whose task is to transfer the technology from lab to the land. Technology transfer has brought a transformation in the lives of the people in the countryside and the farmers and others who have adopted the new technology and the methods of cultivation are happy to share their experiences with others.
A limitation in transfer of technology model continues to remain a challenge for the public and private extension systems. With the availability of telephone and internet, it is now possible to bridge this gap to quite a large extent by using an appropriate mix of technologies. With this objective in focus, the Department of Agriculture and Cooperation, Ministry of Agriculture, Government of India launched Kisan Call Centres (KCCs) on January 21, 2004 across the country to deliver more effective extension services to the farming community. The purpose of these call centres is mainly to respond to issues raised by farmers instantly in the local language on continues basis. The farmers can dial the toll free helpline number 1800-1551, identified by the Ministry of Agriculture, Government of India, either from telephone or mobile from 6 A.M. to 10 A.M. on all the seven days of a week, from any part of the country, to get solutions for their problems in agriculture and allied sectors.
Concept of Kisan Call Centre
A Kisan Call Centre 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.
Operational Mechanism
The Kisan Call Centre is a synthesis of two hitherto separate technologies namely, the Information and Communication Technology (ICT) and Agricultural Technology. Both have their specialized domains and work cultures. To optimally utilize the strengths of both these systems, it was proposed to take full advantage of professionally managed Call Centre mechanism and dovetail it with the specialized Subject Matter Specialists knowledge of Agricultural Scientists and Extension Officers, so as to facilitate its reach to the farming community. The Kisan Call Centre consists of three levels, namely.
Level-I: The call coming to the call centre is picked by an operator (Level-I functionary) who after a short welcome message takes down the basic information and query of the caller. These details are fed into a computer located next to the operator by the operator himself. The level receiver of the call would also feed into the computer the question being asked by the farmer. The first level operators preferably would be an agricultural graduate with rural background knowing local language. They should also possess good communication skills. They would be in a position to answer a majority of the questions likely to be asked by the farmers.
Level-II: The level-II consists of Subject Matter Specialists (SMSs) who are located at their respective places (Research Stations, ATICs, KVKs, Agricultural colleges), of work. In case the first level operator is not able to answer the question, the operator forwards (in call sharing mode) the call to the concerned Subject Matter Specialist. The data relating to the caller including the question asked is also transferred to the Level-II functioning on his computer along with the call. Hence, when the specialist takes the forwarded call, his computer also shows the data and question asked so that there is no repetition. It is envisaged that in normal cases, the entire spill over question from the first level get answered at this level. In case, it is not possible to answer, there is a system to revert back to the caller by post/fax/e-mail or by phone in 72 hours.
Level III: The level III consists of a dedicated cell located the Nodal Office. This would receive the questions that have not been answered at the first and second levels. Appropriate replies to these questions would be then framed in consultation with the concerned specialists available within or outside the State, by the nodal cell. The replies would be sent to the farmers promptly by post/e-mail/fax/telephone etc. within 72 hours of receipt of the question.
Monitoring and review: The nodal institutions monitor and review the various activities of the Kisan Call Centres on a regular basis. The Department of Agriculture and Cooperation, Ministry of Agriculture, Government of India will review the functioning of all the Kisan Call Centres with the Heads of Nodal Institutions every month to start with for first six months and subsequently for every quarter in each of the Nodal Institution on rotation basis.
Conclusion: The Kisan Call Centres will thus enable the establishment of close linkages and seamless communication mechanism among the key stakeholders in the extension system namely - Farmers, Agricultural Scientists, Extension Functionaries and Marketing Agencies.
A limitation in transfer of technology model continues to remain a challenge for the public and private extension systems. With the availability of telephone and internet, it is now possible to bridge this gap to quite a large extent by using an appropriate mix of technologies. With this objective in focus, the Department of Agriculture and Cooperation, Ministry of Agriculture, Government of India launched Kisan Call Centres (KCCs) on January 21, 2004 across the country to deliver more effective extension services to the farming community. The purpose of these call centres is mainly to respond to issues raised by farmers instantly in the local language on continues basis. The farmers can dial the toll free helpline number 1800-1551, identified by the Ministry of Agriculture, Government of India, either from telephone or mobile from 6 A.M. to 10 A.M. on all the seven days of a week, from any part of the country, to get solutions for their problems in agriculture and allied sectors.
Concept of Kisan Call Centre
A Kisan Call Centre 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.
Operational Mechanism
The Kisan Call Centre is a synthesis of two hitherto separate technologies namely, the Information and Communication Technology (ICT) and Agricultural Technology. Both have their specialized domains and work cultures. To optimally utilize the strengths of both these systems, it was proposed to take full advantage of professionally managed Call Centre mechanism and dovetail it with the specialized Subject Matter Specialists knowledge of Agricultural Scientists and Extension Officers, so as to facilitate its reach to the farming community. The Kisan Call Centre consists of three levels, namely.
Level-I: The call coming to the call centre is picked by an operator (Level-I functionary) who after a short welcome message takes down the basic information and query of the caller. These details are fed into a computer located next to the operator by the operator himself. The level receiver of the call would also feed into the computer the question being asked by the farmer. The first level operators preferably would be an agricultural graduate with rural background knowing local language. They should also possess good communication skills. They would be in a position to answer a majority of the questions likely to be asked by the farmers.
Level-II: The level-II consists of Subject Matter Specialists (SMSs) who are located at their respective places (Research Stations, ATICs, KVKs, Agricultural colleges), of work. In case the first level operator is not able to answer the question, the operator forwards (in call sharing mode) the call to the concerned Subject Matter Specialist. The data relating to the caller including the question asked is also transferred to the Level-II functioning on his computer along with the call. Hence, when the specialist takes the forwarded call, his computer also shows the data and question asked so that there is no repetition. It is envisaged that in normal cases, the entire spill over question from the first level get answered at this level. In case, it is not possible to answer, there is a system to revert back to the caller by post/fax/e-mail or by phone in 72 hours.
Level III: The level III consists of a dedicated cell located the Nodal Office. This would receive the questions that have not been answered at the first and second levels. Appropriate replies to these questions would be then framed in consultation with the concerned specialists available within or outside the State, by the nodal cell. The replies would be sent to the farmers promptly by post/e-mail/fax/telephone etc. within 72 hours of receipt of the question.
Monitoring and review: The nodal institutions monitor and review the various activities of the Kisan Call Centres on a regular basis. The Department of Agriculture and Cooperation, Ministry of Agriculture, Government of India will review the functioning of all the Kisan Call Centres with the Heads of Nodal Institutions every month to start with for first six months and subsequently for every quarter in each of the Nodal Institution on rotation basis.
Conclusion: The Kisan Call Centres will thus enable the establishment of close linkages and seamless communication mechanism among the key stakeholders in the extension system namely - Farmers, Agricultural Scientists, Extension Functionaries and Marketing Agencies.
Salary of kcc agents r very less in comparation to other central govt. schemes.
ReplyDeleteHow long it will sustain ?I hear that the agents of such center getting less salary then other BPO? is it true or not
ReplyDelete?