Agent inactivity is definitely an universal reality in Sub-Saharan Africa. Nothing is more devastating for the DFS industry than this issue. When looking for a place to perform transactions, users are guided by DFS banners such as "MTN MOBILE MONEY AVAILABLE HERE". Well, for one reason or another, a typical question users often ask is : "Can I cash-in (cash-out) this amount here?". It's somewhat frustrating when a user have to ask this same question again and agian, moving from one agent to another and being returned the same answer : "NO". When such an answer becomes regular, pointing out to agent inactivity, what comes next is customers using less and less their mobile money accounts. This post is of importance as it points out the need to conduct further research to get to the bottom of agent inactivity.
Agent inactivity is definitely an universal reality in Sub-Saharan Africa. Nothing is more devastating for the DFS industry than this issue. When looking for a place to perform transactions, users are guided by DFS banners such as "MTN MOBILE MONEY AVAILABLE HERE". Well, for one reason or another, a typical question users often ask is : "Can I cash-in (cash-out) this amount here?". It's somewhat frustrating when a user have to ask this same question again and agian, moving from one agent to another and being returned the same answer : "NO". When such an answer becomes regular, pointing out to agent inactivity, what comes next is customers using less and less their mobile money accounts. This post is of importance as it points out the need to conduct further research to get to the bottom of agent inactivity.