In this presentation, Intermedia’s Director of Research and Operations Dr Anastasia Mirzoyants-McKnight presents evidence that agents across East Africa cited fraud from customers as a major concern in the operations of their business. Despite facing this challenge, agents are well supported by providers and report regular visits and trainings, especially the ones operating under the bank networks.
Mirzoyvants-McKnight, A. (2014). Customer experience with mobile money agents. Nairobi, Kenya: Intermedia.