Agent network accelerator studies conducted across 14 Asian and African countries

The Agent Network Accelerator (ANA) program identifies the factors responsible for the success or failure of agent networks globally. Our partners include leading providers such as M-Pesa, MTN, Orange, Vodafone, Tigo, Airtel, bKash, and EasyPaisa, as well as the Gates Foundation and UNCDF. Through large-scale quantitative surveys and strategic assessments, ANA evaluates agent networks at both national and provider levels, having analyzed 81 providers across 14 countries and covering 31,500 agents.

MSC teams analyze this data to produce country reports for public consumption and customized business analytics for specific providers. The program has completed baseline research in 14 countries, including Kenya, Tanzania, Uganda, Nigeria, India, Indonesia, Bangladesh, Pakistan, Nepal, the Philippines, Zambia, Senegal, the Democratic Republic of Congo, and Benin. Additionally, second-wave surveys have been conducted in countries like Bangladesh, India, Indonesia, Kenya, Nigeria, Pakistan, Tanzania, and Uganda.

As part of ANA, MSC also conducts qualitative strategic assessments in nascent markets such as Nigeria and Indonesia, where scoping visits and stakeholder consultations help understand ground realities and digital financial service developments. The research team has recently developed benchmarks that define the key drivers of successful agent networks, refining our survey tools for the second wave of research. These benchmarks translate into tailored analytics and rapid assessment tools for providers, focusing on operational metrics that align with their strategic value propositions.

The impact of ANA’s work is evident: 11 providers have revised their agent network strategies, 23 have enhanced their liquidity management systems, 14 have refined their agent selection, training, and onboarding processes, 10 have improved agent monitoring, and 13 have diversified their marketing and communication efforts while strengthening agent value propositions to reduce churn.

Capacity building through Helix Institute at MSC

MSC’s Helix Institute was founded in November 2013 and offers superior training based on quality data and MSC’s latest expertise and knowledge. The institute’s mission is to provide relevant, contextual knowledge and practice-backed insights through training courses and workshops to stakeholders in the development sector. We have trained professionals, such as financial service providers, mobile network operators, policymakers, regulators, donors, investors, development partners, and end-users. 

Our training methods are backed by decades of practical experience. Owing to our years of consulting practice, we bring rich data and insights with relevant case studies and examples in our courses. Our courses embed learning elements by doing, action planning, and technical assistance. Each training program designed and delivered at the Helix Institute is based on adult learning principles to create an effective learning environment. 

The Helix Institute delivers training courses in three broad ways: 

  • Classroom training: Our classroom training focuses on active, small-group methods, practical case studies, teamwork, and exchanges between participants. They usually last three to five days.
  • E-learning training: Our e-learning course enables capacity building through practical examples and case studies. The approach accommodates learners’ needs and offers them the freedom to complete the course in their own time and space.
  • Digital institutional training: We offer facilitated learning sessions spread over one to six weeks through digital platforms, such as Zoom, or similar platforms.

Over the years, the Helix has trained more than 12,000 people drawn from over 1,500 organizations that serve more than 1 billion people across the globe. Our trainees drive real and positive changes within their organizations.  

Institut Helix: Digital Finance and Agent Network Management Trainings in Francophone Africa

Launched in 2017, Institut Helix expanded MSC’s services to French-speaking markets through the support of the Mastercard Foundation. Institut Helix builds on the experience of MSC’s Helix Institute with its proven track record of delivering public, in-house, e-learning, virtual learning, and blended learning to digital financial services practitioners.

Institut Helix provides innovative learning solutions tailored to your learning needs. With more than eight available courses that can also be offered via à la carte options, our trainers deliver the courses both face-to-face and via e-learning to serve your learning needs anywhere. We also offer learning tours in French to both English- and French-speaking countries. Our subject matter experts develop the training courses and work in research and technical assistance throughout the continent to ensure that the content is updated and relevant for the training participants.

To date, Institut Helix has delivered training sessions to more than 500 participants from 19 francophone countries representing banks, governments, telecom, microfinance, FinTechs, and startups. Our work has resulted in improved agent networks, more relevant products and services, and advanced knowledge of managing risk in the digital age.

Microlead training on digital financial services in Benin, Burkina Faso, Ghana, Kenya, Malawi, Tanzania, and Uganda

The UNCDF MicroLead Expansion program is a six-year, USD 23.5-million program that engaged MSC to create a toolkit for service providers on linking savings groups with financial institutions. These service providers included banks, MFIs, and related service providers, MNOs, and FinTechs. MSC worked in Benin, Burkina Faso, Ghana, Kenya, Malawi, Tanzania, and Uganda for the project.

The toolkit provides insights on how to work with savings groups effectively and create sustainable commercial linkages that create value to savings groups, group members, and banks. It focuses on the types of savings groups, linkage models, and the steps to follow when initiating linkage services. The toolkit also examines the role of digital technologies and digital financial services to link savings groups effectively.

The toolkit contributes immensely to expand financial inclusion through capacity-building of banks, MFIs, and FinTechs that work with informal groups, especially in rural areas.

Designing a mobile wallet application for the “oral” segment

The “oral” segment comprises individuals with limited or no ability to read and understand numbers. MSC collaborated with My Oral Village in this assignment to assess the literacy and numeracy capabilities of typical Indian users, as well as how they related to a range of icons that are key to smartphone user interfaces.

Based on this, we were able to design the first ever wallet prototype for the oral segment. We developed the prototype based on insights on the cognitive ability constraints of this segment. After multiple iterations and testing of the user interface, the project resulted in the creation of MoWO—mobile wallet for oral.

The MoWO product now informs the design of applications for several digital finance providers and FinTechs in India.

Alternative financial education for MFI clients

MSC helped CASHPOR Micro Credit (CMC), a leading MFI in northern India, to induce financial behavior change among its clients. The project helped the MFI enhance its non-credit financial services.

MSC developed a financial education program for rural women based on principles of behavior change communication. This helped the women to choose financial products wisely from among the options that CMC provided them.

MSC’s efforts led to the increased uptake and usage of CMC’s savings and pension products and services among their clients. In pilot branches, there was an 89% increase in the number of savings deposits and 233% increase in account opening.