Telecel, MoMAG train agents to improve professionalism, compliance and customer service

Telecel Ghana and the Mobile Money Advocacy Group Ghana (MoMAG) have teamed up to train mobile money agents, aiming to enhance their skills, professionalism and adherence to regulations. The training, held under the theme “Amplifying the Impact; Building a Safe, Trusted and Profitable Agent Network,” is designed to fortify the agent network, which remains a cornerstone of the mobile money ecosystem.

Telecel’s Sales and Distribution Director, Samuel Sarpong, emphasized the agents' crucial role in growing the company’s telecom and mobile money business, stating that the training will equip agents with the necessary knowledge and skills to deliver superior customer service. The partnership with MoMAG is part of a broader initiative to address concerns such as fraud and armed robberies that threaten agents across Ghana.

Edward Ofori Agyemang, MoMAG’s president, stressed the importance of continuous training to enable agents to operate professionally and safeguard their businesses. He highlighted the need for agents to receive education on customer relations, as this is often an area where they lack proficiency. The collaboration with Telecel aims to ensure agents understand how to run their businesses in compliance with regulations.

Top-performing agent, James Ablo, welcomed the initiative as beneficial, stating that the lessons learned would help enhance his business, particularly concerning Telecel’s mobile money services. Mr Ablo also pledged to share his newfound knowledge with his community to promote understanding of Telecel’s benefits. The initiative is part of a broader effort to strengthen trust within the mobile money ecosystem by equipping agents with expertise in customer service, fraud awareness, regulatory compliance, and business management, ultimately fostering a more professional and sustainable agent network.