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Ensuring Quality Customer Experiences at Agents<br />Jennifer Barassa, CEO, Top Image<br />Paul Leishman, Manager, MMU<br ...
Top Image Report on Monitoring Visits<br />Assistants on Premises<br />Avg. Daily Transactions<br />Float Availability<br ...
Top Image Report on Monitoring Visits<br />Agent Number<br />Location<br />Phone Delivered<br />Time Visited<br />Outlet N...
The Agent Management Value Chain for M-PESA<br />Participants<br />Top Image<br />Safaricom<br />Agent<br />Superagent<br ...
Q&A<br />
Thank you for your time.<br />Unanswered questions?  Email mmu@gsm.org<br />
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Session 2 paul

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Session 2 paul

  1. 1. Ensuring Quality Customer Experiences at Agents<br />Jennifer Barassa, CEO, Top Image<br />Paul Leishman, Manager, MMU<br />June 2011, Singapore<br />
  2. 2. Top Image Report on Monitoring Visits<br />Assistants on Premises<br />Avg. Daily Transactions<br />Float Availability<br />Agent Number<br />Outlet Name<br />Location<br />Secondary<br />Assistant<br />TDR<br />Time Visited<br />Staff Trained<br />Withdrawals<br />Deposits<br />Give Cash<br />Receive Cash<br />E-Float (Ksh)<br />Cash (Ksh)<br />Contacts<br />
  3. 3. Top Image Report on Monitoring Visits<br />Agent Number<br />Location<br />Phone Delivered<br />Time Visited<br />Outlet Name<br />Terms & Conditions<br />Agent number sticker<br />Polite Notice Sticker<br />Agent Manual Folder<br />M-PESA Accepted<br />Tariff Guide Poster<br />Posters<br />Flyers/Brochures<br />M-PESA Stickers<br />Registration Books<br />Log Books<br />Danglers<br />SIM Card Reader<br />SIM Sign/Vinyl Sticker<br />Standoo<br />Trade Presenter<br />Snapper Frames<br />TDR<br />
  4. 4. The Agent Management Value Chain for M-PESA<br />Participants<br />Top Image<br />Safaricom<br />Agent<br />Superagent<br />Aggregator<br />Recruiting<br />Initial Training<br />Ongoing Training<br />Monitoring<br />Merchandising<br />Hold/Trade Liquidity<br />Schedule Rebalancing<br />Cash Shuttling<br />Responsibilities<br />
  5. 5. Q&A<br />
  6. 6. Thank you for your time.<br />Unanswered questions? Email mmu@gsm.org<br />

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