Building, Incentivising and Managing a Network of Mobile Money Agents: A Handbook for Mobile Network Operators

This handbook guides mobile network operators (MNOs) on building, incentivizing and managing agent networks.

The handbook is divided into three sections. The first section:

• Explores key issues facing operators as they build agent networks to support their mobile money platforms;
• Defines the roles that operators assign to agents and variations in these roles across and within markets;
• Discusses the optimal size of an agent network;
• Discusses the basis on which operators should select agents;
• Examines processes necessary to build the network such as systems for recruiting agents, processing applications and training new agents.

The second section of the handbook discusses how MNOs can design a set of incentives that encourage agents to become active and productive participants in mobile money distribution. It states that agents are at the frontline of every mobile money deployment and incentives help to shape agents’ behaviour. They encourage agents to recruit customers, to hold float, and to build customers’ trust. The final section of the handbook explores how MNOs can ensure effective management of their agent networks.