**Executive Summary**
This document addresses Unstarred Question No. 1558 in Lok Sabha, concerning Kisan Call Centres (KCCs), set to be answered on December 9th, 2025. It details the current operational status of KCCs across India, including their distribution by states/UTs and languages supported. It also mentions the ongoing third-party evaluation of KCC performance and the government's efforts to strengthen these centers via technological integration.
**Key Points / Main Content**
* **Operational KCCs:**
* KCCs are currently operational across multiple states and union territories.
* Distribution details include location, state/UT, and language(s) supported, as listed in the document.
* **Performance Evaluation:**
* A third-party agency is responsible for evaluating the performance and service quality of KCCs over the last three years.
* **Service Delivery Standards:**
* KCCs provide advisories related to agronomic practices, government schemes, farming issues, Package of Practices (PoP), weather and market advisories, and advanced agricultural technologies.
* If lines are free, calls should be answered within 4 rings. While on hold, farmers should be educated with the Farmer Queue number and approximate time left, and season-specific advisories.
* A Voice Mail System (VMS) is provided for farmers who can't get through to a Farm Tele Advisor (FTA).
* Queries are answered in 22 official languages by Farm Tele Advisors (FTAs) & Supervisors.
* Queries unresolvable by FTAs/Supervisors are escalated to Subject Matter Specialists (SMSs).
* **Expansion and Modernization:**
* The government is strengthening KCCs for grievance registration and resolution via a toll-free number and web/mobile app.
* AI/ML-based tools are being integrated for grievance redressal and query escalation.
**Impact Analysis**
**Farmers**
* **Impact:** Farmers across various states and union territories benefit from the advisory services provided by the KCCs in multiple languages. They have access to information on best practices, government schemes, and weather/market advisories. Enhanced grievance redressal mechanisms will directly benefit the farmers.
* **Action Required:** Farmers are able to use the services of KCCs for information and grievance resolution. They can use toll-free numbers and mobile app.
**Farm Tele Advisors (FTAs) & Supervisors**
* **Impact:** They play a vital role in resolving farmer issues by leveraging the expertise. FTAs & Supervisors would need to provide advisory service in the specified languages.
* **Action Required:** Understand and adapt to the updated grievance redressal and query escalation mechanisms.
**Subject Matter Specialists (SMSs)**
* **Impact:** SMSs provide higher level expertise and assistance in case the FTAs and supervisors are unable to resolve the issue.
* **Action Required:** Support the KCCs in resolving complex or specialized farming-related queries.
**Government / Ministry of Agriculture and Farmers Welfare**
* **Impact:** The government is committed to strengthening the KCCs through technological upgrades.
* **Action Required:** Continue to support the KCCs to improve services.
Key Entities Referenced
Kisan Call Centres (KCCs): A nationwide program providing farmers with information and advice on agriculture.
Ministry of Agriculture and Farmers Welfare: The Indian government ministry responsible for agriculture and farmers' welfare. It oversees the Kisan Call Centre program.
Farm Tele Advisors (FTAs): Agriculture graduates deployed at Kisan Call Centres who answer farmer queries.
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 09TH DECEMBER, 2025
KISAN CALL CENTRES
1558. DR. PRABHA MALLIKARJUN:
Will the Minister of AGRICULTURE AND FARMERS WELFARE कृ िष एवं िकसान क(cid:670)ाण मं(cid:361)ी
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
कृ िष एवं िकसान क(cid:670)ाण रा(cid:475) मं(cid:361)ी (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
Mizoram Mizo
Meghalaya Khasi, Garo
2. Ahmadabad Gujarat Gujarati
Dadra & Nagar Haveli Gujarati
Daman & Diu Gujarati/ Konkani3. Bengaluru Karnataka Kannada
4. Bhubaneswar Odisha Oriya
5. Chandigarh Haryana Hindi
Punjab Punjabi
Chandigarh Punjabi
6. Coimbatore Tamil Nadu Tamil
Pondicherry Tamil
Trivandrum Malayalam
Lakshadweep Malayalam
7. Guwahati Arunachal Pradesh Hindi /Adi
Assam Assamese
Manipur Manipuri
Nagaland Nagamese
8. Hyderabad Telangana Telugu
Andhra Pradesh Telugu
9. Jabalpur Madhya Pradesh Hindi
10. Jaipur Delhi Hindi
Rajasthan Hindi
11. Jammu Jammu & Kashmir Dogri, Kashmiri
Leh& Ladakh Dogri, Kashmiri
12. Kanpur Uttar Pradesh Hindi
Uttarakhand Hindi
13. Kolkata West Bengal, Bengali
Sikkim Sikkimese, Nepali, Hindi
Andaman & Nicobar Bengali, Tamil, Hindi
14. Patna Bihar Hindi
Jharkhand Hindi
15. Pune Maharashtra Marathi
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 pre-
recorded 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.
*****