“The trainers were not proper; most agents came back to us and had to be re-trained by us.” This was the response of a super agent in India when quizzed on conduct of training by the staff of a prominent ANM.
This statement underlines the ineffectual nature of most training which is delivered to e/m-banking agents today. Nearly everyone understands the importance of training e/m-banking agents. But only a few have been able to design and deliver effective training programmes.
In this Note we examine the process of designing and delivering effective training programmes to e/m-banking agents. We take you through the steps involved and outline some of the best practices followed by successful ANMs worldwide.

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