mKisan Call Centre successfully launched across 3 states

In a new development, mKisan has recently launched a call centre across three Hindi speaking states of central and eastern India, (Madhya Pradesh, Bihar and Uttar Pradesh). By dialing 556780 from their mobile phone, farmers can access the mKisan service and call centre in these three states. The call centre will help farmers to directly connect with subject matter experts to get answers to their farm related queries. As part of the call centre, a farmers’ interface and an experts’ interface have been created on an IVR (Interactive Voice Response) system. The interfaces allow users to select a subject matter (e.g. insect related problems), record a query, answer a query, listen to the solution to an answered query etc. Using this system, if an expert is not available, farmers can record their queries and the expert can provide answers to queries when they are logged-in through their mobile phone. A usage report based on call centre data gathered in 20 days of July 2013 shows caller trends (see table below). The report is quite encouraging for the first month of operation. The call centre will help to generate analytics on call patterns for crops & livestock and will highlight the kind of problems which are faced by farmers in the field. Both the number and types of query will be recorded and individual farmer queries will be analyzed to develop a picture of the everyday issues the farmers are dealing with.

July 2013 call centre analytics on calls received by subject matter

July 2013 call centre analytics on calls received by subject matter