Session 2 paul

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Camilo Tellez

Diversão e humor Negócios

Ensuring Quality Customer Experiences at Agents Jennifer Barassa, CEO, Top Image Paul Leishman, Manager, MMU June 2011, Singapore

Top Image Report on Monitoring Visits Assistants on Premises Avg. Daily Transactions Float Availability Agent Number Outlet Name Location Secondary Assistant TDR Time Visited Staff Trained Withdrawals Deposits Give Cash Receive Cash E-Float (Ksh) Cash (Ksh) Contacts

Top Image Report on Monitoring Visits Agent Number Location Phone Delivered Time Visited Outlet Name Terms & Conditions Agent number sticker Polite Notice Sticker Agent Manual Folder M-PESA Accepted Tariff Guide Poster Posters Flyers/Brochures M-PESA Stickers Registration Books Log Books Danglers SIM Card Reader SIM Sign/Vinyl Sticker Standoo Trade Presenter Snapper Frames TDR

The Agent Management Value Chain for M-PESA Participants Top Image Safaricom Agent Superagent Aggregator Recruiting Initial Training Ongoing Training Monitoring Merchandising Hold/Trade Liquidity Schedule Rebalancing Cash Shuttling Responsibilities

Thank you for your time. Unanswered questions? Email mmu@gsm.org

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Session 2 paul

1. Ensuring Quality Customer Experiences at Agents Jennifer Barassa, CEO, Top Image Paul Leishman, Manager, MMU June 2011, Singapore

2. Top Image Report on Monitoring Visits Assistants on Premises Avg. Daily Transactions Float Availability Agent Number Outlet Name Location Secondary Assistant TDR Time Visited Staff Trained Withdrawals Deposits Give Cash Receive Cash E-Float (Ksh) Cash (Ksh) Contacts

3. Top Image Report on Monitoring Visits Agent Number Location Phone Delivered Time Visited Outlet Name Terms & Conditions Agent number sticker Polite Notice Sticker Agent Manual Folder M-PESA Accepted Tariff Guide Poster Posters Flyers/Brochures M-PESA Stickers Registration Books Log Books Danglers SIM Card Reader SIM Sign/Vinyl Sticker Standoo Trade Presenter Snapper Frames TDR

4. The Agent Management Value Chain for M-PESA Participants Top Image Safaricom Agent Superagent Aggregator Recruiting Initial Training Ongoing Training Monitoring Merchandising Hold/Trade Liquidity Schedule Rebalancing Cash Shuttling Responsibilities

5. Q&A

6. Thank you for your time. Unanswered questions? Email mmu@gsm.org

Session 2 paul

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