Agent banking and mobile money networks are critical channels for extending financial services to underserved populations in low- and middle-income countries.
The sustainability of these networks depends on two interrelated factors: the training and skills development of agents, and the establishment of quality, reliability and trust in the services delivered. Without adequate training, agents may struggle to deliver services professionally, manage technical failures or protect customers from fraud. Without trust and reliability, customers may be reluctant to adopt or continue using digital financial services.
This brief examines the relationship between training and skills development and the quality, reliability and trustworthiness of agent and mobile money networks.
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