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PARTNER FORUM Presents: Agent Focus Webinar: Management, functioning, and best practices 7th September, 1:00pm – 2:30pm (GMT) Presented by: Isabelle Berner (Tagattitude Marketing Director) & Charles Ozanne (Tagattitude Director of Projects) Featuring Guest Speaker: Haroldo Montealegre Jr. (Mpeso, Nicaragua)

PARTNER WEBINAR SEPT. 2011 Agent Focus Webinar: Management, functioning, and best practices • Introduction • Agent Implementation and Case Examples • Guest Speaker on Agent Best Practices • Q&A and Wrap-up ? Submit questions or comments via private chat throughout the presentation and Tagattitude will address questions and comments submitted during the Q&A session at the end.

Introduction • Agent’s Role: • Cash-in • Cash-out • Client enrollment • Agent’s tools: • POS (e.g. TagPay1600) • E.TagPay Terminal • Web interface

Administrating an Agent The Admin is responsible for: • Agent Class of Service (COS) • Configuring Commissions • New Agent creation & modifications • Managing Agent payment • Rebalancing of Agents’ deposit accounts (e-float)

Demo: Creating a new Agent

PARTNER WEBINAR SEPT. 2011 Agent Focus Webinar: Management, functioning, and best practices • Introduction • Different Agents for different services • KYC Procedures • Risk-free Agent accounting • Agent payment and account management • New Account Fee/Commission • Linking Client activity to Agent remuneration • Guest Speaker on Agent Best Practices • Q&A and Wrap-up

Different Agents for different services • Case Example: creating an Agent Class of Service for agents who are limited to cash-in and cash-out services

Demo: Managing Agent Class of Service

Players Involved in KYC SUPERVISOR AGENT CLIENT

Demo: Agent Enrollment of a Client

KYC completion by supervisor • The Agent’s enrollment of the Client does not open the Client’s account. • The Supervisor must change the Client’s account state to Open once they verify that the Agent has collected the correct and necesary information for KYC.

Supervisor’s Approval of KYC

Risk-free Agent accounting • The agent has two accounts with TagPay. • The “deposit account” is for the cash-in and cash-out transactions made with clients. • Each transaction can generate a commission for the agent and this revenue is placed in the agent’s “commissions account”. • Case example: To offer cash-in (deposit) transactions to clients, the agent must first add funds to his or her deposit account.

Demo: Managing Agent deposit account balance

AGENT ACCOUNTS DEPOSIT COMMISSIONS $ 500 $ 2.00

Cash-In AGENT CLIENT $ 100 Cash Deposit to Account

AGENT ACCOUNTS DEPOSIT - $100 = $400 + $1.00 = $3.00 COMMISSIONS

Cash-Out AGENT CLIENT $ 50 Cash withdrawal from Account

AGENT ACCOUNTS DEPOSIT + $50 = $450 + $0.50 = $3.50 COMMISSIONS

Agent payment and account management • There are two ways for the service provider to pay an Agent: • Generate an Invoice for all Commissions up to date X. • Make a partial or advance payment to the Agent.

Demo: Generating an Invoice to pay out the Agent’s commissions

New Account Fee/Commission • Fee paid by clients for enrollment • Commissions earned by enrolling Agent E-TagPay Fee/Commission TagPay POS Fee/Commission

New Account Fee/Commission

Concept: Parent Entities • “Parent” entities are defined in the fees/commissions structure and can be remunerated for their Clients’ activity • The Parent is automatically defined as the enrolling Agent, or manually defined by an administrator

Linking Client activity to Agent remuneration

Local Agent Support • Typical Agent Materials include: • Marketing materials • Application and Contract • Training manuals/documentation • Point of Sale Marketing/Publicity • Typical Agent Management Tools: • Dedicated call center • Training & Follow-up • Rebalancing/cash-management solution

PARTNER WEBINAR SEPT. 2011 • Recap • How an administrator creates an Agent • How an administrator manages the Agent Class of Service • How an Agent enrolls a new client and how the admin or supervisor updates the New Client’s account state to “Open” • How an Admin can manage an Agent’s deposit account balance (rebalancing) • How cash-in & cash-out transactions performed by an Agent impact the Agent’s deposit account balance and their commissions account • How an Admin can pay-out the commissions that the Agent has earned • How an Admin can define the enrollment fee paid by new clients and the enrollment commission earned by the enrolling Agent • “Parent” Agents & how an Admin can modify a Client’s Parent

Souleymane Ouattara, COO of Celpaid • Marketing strategy: Mass Media + Terrain • Class of Service used to support 2 Agent types • Agent involvement in Merchant enrollment • Agent Support: Well trained Call Center is key • Initial focus on New Client enrollment

Haroldo Montealegre, MPESO Nicaragua MPeso‘s best practices in Agent Management: • Internal Agent Management and Recruitment: Advantages over a “superagent” approach • Commercial Team • Operations Team

Haroldo Montealegre, MPESO Nicaragua MPeso‘s best practices in Agent Management: 2. Building a good relationship between Agents and the Service Operator (MPeso) • Agent bulletin • Events at agent locations • Operations check-in

Haroldo Montealegre, MPESO Nicaragua MPeso‘s best practices in Agent Management: 3. Addressing Cash Management issues • Setting and enforcing cash availability requirements • Opening bank accounts to pay agents quickly • Leveraging microfinance partners experienced in cash management • Setting a higher commission for cash-out to overcome Agent’s reluctance to offer this

Haroldo Montealegre, MPESO Nicaragua MPeso‘s best practices in Agent Management: 4. The importance of Image: • Marketing campagnes make the service credible in the eyes of Agents • Agent becomes the “face” of the service so the Agent’s own image in the community is an important factor in selecting Agents.

PARTNER FORUM Presents: