Lok Sabha Question No. 1558 (UNSTARRED), answered on 2025-12-09
Subject: Kisan Call Centres
Ministry: AGRICULTURE AND FARMERS WELFARE
Asked by: Dr. Prabha Mallikarjun

## GOVERNMENT OF INDIA MINISTRY OF AGRICULTURE AND FARMERS WELFARE DEPARTMENT OF AGRICULTURE AND FARMERS WELFARE

## LOK   SABHA UNSTARRED QUESTION NO. 1558

TO BE ANSWERED ON THE 09 TH  DECEMBER, 2025

## KISAN CALL CENTRES

## 1558. DR. PRABHA MALLIKARJUN:

Will the Minister of AGRICULTURE AND FARMERS WELFARE क ृ िष एवं िकसान कʞाण मंũी be pleased to state:

- (a) the  number  of  Kisan  Call  Centres  (KCCs)  currently  operational  in  the  country, along with their distribution across States and Union Territories;
- (b) the number and percentage of these Kisan Call Centres meeting the standardised performance and service quality benchmarks as per the latest evaluation or monitoring survey conducted in 2024;
- (c) the details of the quality and service delivery standards prescribed for Kisan Call Centres, including parameters related to response time, language accessibility and expert advisory quality; and
- (d) the details of  the  Government's  plans  for expansion, modernisation, and digital integration of Kisan Call Centres, including the introduction of additional services such as real-time grievance redressal, Al-based crop advisory and multilingual farmer support?

## ANSWER

THE MINISTER OF STATE FOR AGRICULTURE AND FARMERS WELFARE क ृ िष एवं िकसान कʞाण राǛ मंũी (SHRI RAMNATH THAKUR)

- (a): The number of Kisan Call Centres (KCCs) currently operational in the country, along with their distribution across States and Union Territories are as below:

|   Sl. No. | Location   | States/UTs           | Language          |
|-----------|------------|----------------------|-------------------|
|         1 | Agartala   | Tripura              | Bengali           |
|         1 | Agartala   | Mizoram              | Mizo              |
|         1 | Agartala   | Meghalaya            | Khasi, Garo       |
|         2 | Ahmadabad  | Gujarat              | Gujarati          |
|         2 | Ahmadabad  | Dadra & Nagar Haveli | Gujarati          |
|         2 | Ahmadabad  | Daman & Diu          | Gujarati/ Konkani |

|   3. | Bengaluru   | Karnataka         | Kannada                  |
|------|-------------|-------------------|--------------------------|
|    4 | Bhubaneswar | Odisha            | Oriya                    |
|    5 | Chandigarh  | Haryana           | Hindi                    |
|    5 | Chandigarh  | Punjab            | Punjabi                  |
|    5 | Chandigarh  | Chandigarh        | Punjabi                  |
|    6 | Coimbatore  | Tamil Nadu        | Tamil                    |
|    6 | Coimbatore  | Pondicherry       | Tamil                    |
|    6 | Coimbatore  | Trivandrum        | Malayalam                |
|    6 | Coimbatore  | Lakshadweep       | Malayalam                |
|    7 | Guwahati    | Arunachal Pradesh | Hindi /Adi               |
|    7 | Guwahati    | Assam             | Assamese                 |
|    7 | Guwahati    | Manipur           | Manipuri                 |
|    7 | Guwahati    | Nagaland          | Nagamese                 |
|    8 | Hyderabad   | Telangana         | Telugu                   |
|    8 | Hyderabad   | Andhra Pradesh    | Telugu                   |
|    9 | Jabalpur    | Madhya Pradesh    | Hindi                    |
|   10 | Jaipur      | Delhi             | Hindi                    |
|   10 | Jaipur      | Rajasthan         | Hindi                    |
|   11 | Jammu       | Jammu & Kashmir   | Dogri, Kashmiri          |
|   11 | Jammu       | Leh& Ladakh       | Dogri, Kashmiri          |
|   12 | Kanpur      | Uttar Pradesh     | Hindi                    |
|   12 | Kanpur      | Uttarakhand       | Hindi                    |
|   13 | Kolkata     | West Bengal,      | Bengali                  |
|   13 | Kolkata     | Sikkim            | Sikkimese, Nepali, Hindi |
|   13 | Kolkata     | Andaman & Nicobar | Bengali, Tamil, Hindi    |
|   14 | Patna       | Bihar             | Hindi                    |
|   14 | Patna       | Jharkhand         | Hindi                    |
|   15 | Pune        | Maharashtra       | Marathi                  |
|   15 | Pune        | Goa               | Konkani, Marathi         |
|   16 | Raipur      | Chhattisgarh      | Hindi                    |
|   17 | Solan       | Himachal Pradesh  | Hindi                    |

(b): For third party evaluation and impact assessment study, one agency is entrusted to assess the performance and service quality standards of Kisan Call Centres (KCCs) of last three years.

(c): Kisan  Call  Centres  (KCCs)  are  mandated  to  provide  the  advisories  related  to Agronomic  practices,  ongoing  Government  schemes,  farming  issues,  Package  of Practices (PoP), weather or market advisories and advanced technologies of Agri and allied subjects. There is a provision for call holding and call routing facilities. If lines are free, calls are to be answered within 4 rings. If a call is in queue, an appropriate prerecorded message through dynamic IVR are played intermittently to tell about Farmer Queue No. and approximate time left and season specific standard advisories are played to educate the farmer while call is on hold. A Voice Mail System (VMS) is provided to ensure that a farmer, who cannot get access to a Farm Tele Advisor (FTA) due to all lines are busy, gets a periodic prompt on IVRS that in case the farmer does not want to wait, he can record a voice mail leaving his query and phone number and brief message of up to  2  minutes.  Farmers  leaving  voice  mails  with  their  queries  are  receives  a  response through outbound recorded responses or those who may have made a request to receive call back are called back by the Supervisors/ FTAs during lean period of inflow of calls. The queries of farmers are answered in 22 official languages by graduates in Agriculture & Allied subjects who are deployed at KCCs, known as Farm Tele Advisors (FTAs) & Supervisors. They possess excellent communication skills in respective local language. The queries, which cannot be answered by FTAs/Supervisors are transferred to higher level experts. These experts are Subject Matter Specialists (SMSs) of State Departments of  Agriculture  (SDAs),  ICAR  Institutes,  Krishi  Vigyan  Kendras  (KVKs)  and  State Agricultural Universities (SAUs).

(d): The  Government  is  strengthening  the  Kisan  Call  Centre  to  help  farmers  in registering, resolving grievances related to schemes of Agriculture by using the common Kisan Call Centre Toll Free Number and web portal/mobile app. Additionally, AI/ML-based tools are being integrated into the grievance redressal and query escalation mechanisms.

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