Agents Count: The True Size of Agent Networks in Leading Digital Finance Countries
This paper lays out a framework for understanding agent network size for digital financial services, drawing a distinction between agent tills and agent outlets. The paper also discusses agent activity rates.
Whose Customer is it Anyway? Ensuring Every Customer is King
When you buy a bottle of Coca-Cola, are you buying it from the store or from the Coca-Cola Company? Whose customer are you? In digital finance, the provider (usually a bank or telecom) designs and brands the service, but it is the agent that provides the ability to cash-in and cash-out (CICO), and earns 40-80% of […]
The Human Touch Required to Evolve Digital Finance
Service Offerings at Agents are Static & Rudimentary Across East Africa The Helix Institute’s research (2013) is showing that even after seven years of market development in Kenya, six years in Tanzania and five in Uganda, agents are still providing the same very rudimentary services that they did from the beginning. The graph below shows that just about all […]
What Is driving agent churn in the mature East African markets?
One of the most striking findings from TheHelix’s Agent Network Accelerator (ANA) surveys has been the high levels of agents that have been in business for less than one year. So if agent churn is indeed so high, what might be driving it?