Co-written by Mike McCaffrey

Field agents have been critical to expanding digital financial services in emerging markets, and we are seeing the same with pay-as-you-go (PAYGo) models to finance off-grid solar. Agents are at the heart of the PAYGo model, and a PAYGo provider’s success depends on the success of its agents. Unfortunately, current churn rates suggest agents are having problems, hindering both customer experience and the sector’s ability to scale. PAYGo providers need to better support agents in order to leverage them beyond the initial sale and grow the PAYGo business as a whole.

FIBR’s work with PEG Africa’s…

Mike McCaffrey

Mike McCaffrey manages the East and Southern Africa region for the United Nations Capital Development Fund’s (UNCDF) Inclusive Digital Economies programme.

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