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  • 09.05.26 - M-Banking Conference

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    Raja Karthik
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    M-PESA has built a large distribution network of over 10,000 agent outlets across Kenya to enable customers to deposit and withdraw cash. M-PESA agents play an important role by registering customers, educating them on the service, and complying with Safaricom's policies. Safaricom has succeeded by partnering with quality agents across diverse sectors and providing ongoing training, operational support, and feedback forums. However, challenges remain around security, fraud, customer service, liquidity, and ensuring the business remains viable for agents.

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    M-PESA has built a large distribution network of over 10,000 agent outlets across Kenya to enable customers to deposit and withdraw cash. M-PESA agents play an important role by registering customers, educating them on the service, and complying with Safaricom's policies. Safaricom has succeeded by partnering with quality agents across diverse sectors and providing ongoing training, operational support, and feedback forums. However, challenges remain around security, fraud, customer service, liquidity, and ensuring the business remains viable for agents.

    Copyright:

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    Download as PDF, TXT or read online from Scribd
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    21 views8 pages

    09.05.26 - M-Banking Conference

    Uploaded by

    Raja Karthik
    M-PESA has built a large distribution network of over 10,000 agent outlets across Kenya to enable customers to deposit and withdraw cash. M-PESA agents play an important role by registering customers, educating them on the service, and complying with Safaricom's policies. Safaricom has succeeded by partnering with quality agents across diverse sectors and providing ongoing training, operational support, and feedback forums. However, challenges remain around security, fraud, customer service, liquidity, and ensuring the business remains viable for agents.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    of 8

    MPESA:BuildingaGreat DistributionNetwork

    Betty Mwangi - Thuo Chief: New Products Div - Safaricom 26th May 2009

    Agent Recruitment Trends


    10000 9000 8000 7000 6000 5000 4000 3000 2000 1000 0

    Over 10,000 agent outlets countrywide

    Jan-08

    Mar-08

    Jan-09

    Jul-07

    Jul-08

    Nov-07

    May-08

    Nov-08

    Mar-09

    Sep-07

    Sep-08

    M-PESA Agents

    Role of M-PESA Agents


    M-PESA is an incremental business for agents Cash In / Cash Out (a float of both is required) M-PESA customer registration Customer education Compliance with Safaricom AML & KYC Policy Compliance with Safaricom Business practice Branding of their Outlets as per provided guidelines

    Our success with Agents


    Serving an ever growing subscriber base through: Wide Distribution Network M-PESA Agents Found Everywhere Partnership with Quality Agents (e.g. Banks & Financial Institutions) Agents in Diverse Sectors (e.g. Fuel Stations, Supermarkets, Pharmacies) Continuous Training of Agent Staff Operational Support for Agents Strong back office support Increased Settlement Efficiency through Agent to Agent Transactions. Feedback Process Forums for M-PESA Agents Ongoing Performance targets & assessment

    Challenges within the M-PESA Distr. Network


    Security
    Preferential Insurance Package Training on Security Tips

    Fraud
    AML & KYC Training. Continuous Assessment of Risk.

    Customer Service
    Customer Handling Training for Agent Staff Mystery Shopper to assess compliance against Safaricom Standards

    Challenges Cont
    Liquidity
    More settlement points through Agent to Agent Transactions Strategic Partnership with key services providers Financial Institutions, Supermarkets. ATM integration

    Viability
    Ease of entry low capital requirement Add on Business Attractive Commission Structure

    Thank You

    m-pesa@safaricom.co.ke

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