The m-banking agent or customer service point plays a pivotal role in the success of any m-banking distribution network. From the ANM’s perspective, the channel is the first customer and has to be convinced about the proposition so that it can support customer acquisition. According to Jaspreet Singh, Senior Analyst at MicroSave, the three key requirements to build a strong channel are transparency, timeliness and trust. In addition to this, it is important to ensure that the agents receive the required support, training and prompt service.

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