Strengthening BC agent capabilities through redesigned IIBF certification training in India

• Sep 25, 2025
• 1 min

The Reserve Bank of India intended to enhance the quality of Business Correspondents (BCs) and ensure customer protection within its agent banking system. It mandated that all BC agents pass the Indian Institute of Banking & Finance (IIBF) BC/BF certification exam before they could offer complex financial products. Yet, despite the mandate, pass rates remained persistently low, which limited the ability of agents to expand services, earn higher commissions, and effectively support financial inclusion efforts across rural and underserved areas.

The Centre for Development of Telematics (CDOT) and the Jharkhand Rajya Gramin Bank (JRGB) commissioned MSC to design a solution that could address these challenges and improve agent certification outcomes. MSC adopted a design thinking approach to reframe the learning journey. As part of this approach, we simplified technical content into accessible training materials, structured counseling sessions to build confidence, and introduced practical exercises that reflected agents’ real-life contexts.

The pilot showed a significant impact. Out of 230 agents trained, 86% successfully cleared the certification exam, which translated to a 43% increase in pass rates. Agents gained formal accreditation and reported greater confidence in customer interactions and improved earning potential through commissions on a broader suite of financial products. The intervention built on this success and has now been scaling through e-modules, with the potential to reach more than 1.5 million agents nationwide.

The Bill & Melinda Gates Foundation commissioned the project.