Agent banking has been considered around the world as an additional channel for delivering financial services. However, deployments are challenged with keeping agents motivated, reducing attrition and making the model sustainable. Agent selection has not happened frequently by design but has basically occurred by default, based on a strategy of expansion in which anyone interested has been selected as an agent.
To develop a robust agent-based model, it is important for financial and non- bank institutions alike to recognise that agents are their first customers. As with any business, it is important to identify the right customers and to offer services and a value proposition that ensure the customers remain loyal to the business.