Roles & Growth
Support agents in evolving their businesses to better serve customers
Principles at a glance
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01
Help agents grow at their own pace
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02
Help agents run blended businesses more effectively
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03
Point agents to the products that can build or sustain growth
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04
Help agents operate as digital guides with agent-assisted flows
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Principles in action
Help agents grow at their own pace—particularly when it comes to credit
Principle 01
Agents are as varied as the customers they serve, ranging from scrappy hustlers to ambitious intellectuals. To help agents grow their businesses, tailor offerings to their personas, goals, and behaviors. Agents focused on day-to-day stability may prefer tools for incremental growth, while agents who aspire to build significant wealth may quickly adopt pathways to faster growth like digital credit. Credit can be a significantly beneficial tool for an agent, but it can also be risky—align your credit offerings to an agent’s vision of growth.
Principle 02
Help agents run blended businesses more effectively
Managing capital for multiple businesses can be challenging. Agents who are merchants can find themselves out of inventory for popular products and digital money liquidity, as well as without easy access to capital to restock or rebalance. Agent-merchants regularly informally move capital across business lines—which can require a lot of mental work, slow them down, and lead to error. Agent-merchants need tools that reflect their realities as owners of multiple lines of business.
Principle 03
Point agents to the products that can build or sustain growth
Customers can default to the same small-denomination transactions, but this can cause agents’ growth to plateau. Don’t let agents get stuck on autopilot. Once they’ve gained skill and confidence fulfilling core transactions, help agents find their next best-selling product, diversify their customer base, and maximize earnings.
Principle 04
Help agents operate as digital guides with agent-assisted flows
As digital services become prevalent, many customers lack the digital confidence to navigate them on their own. They turn to trusted agents to assist them. Beyond quick cash-outs and top-ups, agents can evolve to formally guide and even advise customers through more complex experiences like accessing government benefits and making e-commerce orders. Designing for agent assistance centers both the needs and superpowers of the agent, and builds the customer’s confidence.
Explore other moments in Agent Banking
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Onboarding and Training
Set agents up for success from day one
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Cash Management
Help agents better serve customers and manage liquidity
