This is helpful for call center agents. The module is for customer service professional for the advisers. They will learn on soft skill part as well as the telephonic etiquette required to handle customer QRC. This training module will increase the

2. Introduction

3. Learning Objective
Service is how we meet the needs of the people or farmers who use the service or do farming
In this session, will practice communication and farmer services skills required for call
center agents. By the end of the activity, participants will be able to:
1. Share prior experiences and knowledge regarding farmer service
2. Identify ways to meet farmer needs
3. Practice the skills necessary to meet farmer needs
4. Communicate effectively with farmers by telephone
Recommended prerequisites for a call center operator include
good communication and customer service skills. This exercise
can be used during work readiness training lessons on
communication and customer service.

4. What Is A Call Center?
A call center (sometimes called a contact center) is a department, office, or team that handles incoming telephone
calls from new and existing customers looking for answers to their questions or solutions to their problems.
Call centers now deal almost exclusively with customers through a
variety of analog and digital channels, including:
-Phone
-Email
-Webchat
-Social media
-Text (SMS)
-Video
-Mail

5. Level of Service (What is level of service and why it is important)
• Those giving service do not seem to care, do not make effort to farmers
• (example: the call center agent answering the phone sounds annoyed that someone is
calling
• them).
• Service provided is okay. Those providing service care about farmers but
• might not be able to provide farmer with his needs. (example: the call center agent does
not
• know the answers to many of the farmer’s questions).
• Quality of service is always excellent farmer always feels happy and well taken care of and
recommends the service to people he knows. (example: the call center agent is informative
and able to solve the farmer’s problems, all while being pleasant and helpful).

6. Key Indicator of exceptional service
A. Exceptional Service for our farmers
 Anticipates the farmer’s needs,
 Tries to understand what the farmer
is thinking, and
 Meets and exceeds the farmer’s
highest expectations
B. Basic Farmer Needs – A farmer needs to feel:
1. Welcome
2. Understood
3. Important
4. Comfortable
C. Meeting Basic farmer Needs – To make a farmer feel:
Welcome:
 Be friendly
 Greet farmer
 Introduce yourself
 Use a positive tone of voice
 Smile / lighten up
Understood:
 Listen carefully  Repeat or rephrase to make things clearer
Important:
 Refer to customer by name
 Show interest in clients need
 Ask open--‐ended questions to understand farmer’s needs
 Thanks farmer for calling
Comfortable:
 Show concern

7. Telephonic Tips
Telephone Tips
 Be ready. Have pencil or pen and paper ready.
 Answer promptly. Answer within 2 to 4 rings.
 Be friendly.
 Be polite. Use “please”, “thank you” and “you’re welcome.”
 Identify yourself. Say your agency’s name first, and then your
name.
 Repeat the caller’s name. Saying the caller’s name helps her/him
pay attention to what you say.
 Listen carefully. Make sure you understand what the caller is
saying.
 Give the caller your full attention. If you need to deal with
something during a phone call ask the caller if s/he can wait.
 Don’t guess at answers. If you are not certain about information
tell the caller you will find out and call back.

8. Basic Skills of a Call Centre Agent
Patience
Timeliness
Clear communication
Empathy
Knowledge about products and services
Positive attitude
Attentive listening
Organization
Adaptability
Willingness to go the extra mile

9. Farmer Service Principles & Importance
Principles
• The Farmer is boss!
• Never argue.
• Do not confront a farmer.
• Always be respectful and listen to the needs of the farmer.
Positive Impact
 You will keep your farmers and your
farmers will recommend you to
others
 You will stand out from your
competitors
 It makes the workplace more
enjoyable, so staff stay
 It shows your farmers they are
important
 farmers will enjoy visiting you and
will buy more
 farmer service if done right will
create word of mouth advertising
 It is the cheapest form of positive
advertising.
Negative Impact
o Bad reputation
o Loss of confidence and trust
o Ends relationships
o reference for career
o Loss Bad of a job

10. Do’s & Don'ts
Do’s
Have in-depth knowledge about the process & services
Give importance to Farmer’s identity
Follow two-way communication process
End-to-End Visibility
Take tips and pointers from a successful call center agent
Don'ts
Don’t lose patience
Don’t rely only on the Script
Do not keep the client’s call on hold for a long time
Don’t keep running to your Supervisors
Never Say “No”

11. Daily Activities of a Call centre agent
•Log into the system with proper system check
•Answer incoming calls and respond to the farmer’s QRC
•Management and resolve customer QRC with proper probing
•Tag the farmer QRC in system
•Identify and escalate issues to supervisor
•Provide product and service information to farmers
•Research required information using available resources
•Research, identify, and resolve farmer complaints using applicable software
•Route calls to appropriate resources
•Document all call information according to standard operating procedures
•Recognize, document, and alert the management team of trends in farmer calls
•Follow up farmer calls where necessary
•Complete call logs and reports
 Login & Logout on time
 Break management adherence
 Keep mobile phone switch off on floor
 Avoid unnecessary side talk

12. Mock Call
Mock Call before
go Live