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Query Escalation Process

Query Escalation Process

The KCC call escalation process has been restructured during April 2011 with an emphasis to involve (i) State Agricultural Department right from Block to State level,(ii) State Agricultural Universities and KVKs as well in facilitating KCC agents to answer farmer’s queries by way of call conferencing with the experts from these organizations in the event of the Call Centre Agent not being able to answer the farmers’ queries. Active involvement of Common Service Centres(CSCs) and other Stakeholders has also been envisaged.The CSCs follow the similar process of call escalationas that of KCCs as detailed below.