Managing a Mobile Money Agent Network

This article from the GSMA explores how mobile operators can ensure that the agent networks they have built and incentivised are managed effectively. A well managed agent network can help operators build brand awareness, educate customers, and meet system-wide liquidity demands, all of which builds confidence among users in a service that is initially unintuitive. A poorly managed one, by contrast, will be characterised by widespread low-quality customer experiences, which in turn erode trust and drive away business.