The Mobile Money Advocacy Group Ghana (MoMAG) and Telecel Ghana have intensified efforts to strengthen the capacity of mobile money agents as the sector confronts growing concerns over fraud, cybercrime, armed robbery and regulatory compliance.
The initiative forms part of a broader collaboration aimed at equipping agents with the knowledge, skills and professional competencies required to operate safely, efficiently and profitably while improving the quality of services delivered to customers.
Speaking to the media on the sidelines of the maiden MoMAG/Telecel Capacity Building Forum, National President of MoMAG, Edward Ofori Agyemang, said the association was committed to working with electronic money issuers to address the challenges confronting mobile money agents across the country.
He said the partnership with Telecel was particularly important because of the growing risks facing agents and the need to ensure that they operate in line with regulatory requirements.
Edward Ofori Agyemang, National President, MoMAG
“The reason why we have partnered with Telecel Ghana is that we want to collaborate with all the dedicated electronic money issuers,” Mr Ofori Agyemang said.
According to him, mobile money agents are increasingly exposed to fraudulent activities and attacks by armed robbers, making capacity building, professionalism and security awareness essential components of the business.
Mr Ofori Agyemang said the training was not only focused on fraud prevention and regulatory compliance but also on improving how agents interact with customers.
He noted that some agents lacked adequate knowledge about professional customer engagement, despite customers being at the centre of their businesses.
“Some of the agents don’t know how to talk to customers, how to relate to customers. And customers are the people who give us the money,” he said.
He stressed that good customer relations, professionalism and compliance were essential to maintaining customer confidence and ensuring the sustainability of mobile money businesses.
He said agents must understand that the manner in which they interact with customers can directly affect public perception of the entire mobile money industry.
The MoMAG President also expressed concern about agents who fail to adhere to regulatory requirements and operational procedures.
“Some of the agents don’t follow compliance. They do anything anyhow,” he said.
He explained that such practices could expose agents, customers and electronic money issuers to unnecessary risks and undermine confidence in the sector.
The capacity-building programme, he said, was therefore intended to ensure that agents understand the rules governing their operations and conduct their businesses within the appropriate regulatory framework.
Mr Ofori Agyemang said MoMAG wanted the training to reach as many agents as possible, including those who could not attend the forum physically.
To achieve this, he disclosed that MoMAG had established both physical and online platforms for continuous capacity development.
He said the association regularly organises training programmes in collaboration with electronic money issuers and the Bank of Ghana, with physical capacity-building programmes held three times a year.
“We normally every year, we do three times every year with all the electronic money issuers and also Bank of Ghana as well,” he said.
Beyond the physical sessions, MoMAG uses online platforms, including a dedicated WhatsApp platform, to provide training and share relevant information with agents.
The maiden MoMAG/Telecel forum was also made available online through platforms including YouTube and Facebook to allow agents who were unable to attend physically to follow the proceedings.
He said online capacity building ensured that such members remained connected to the association and benefited from important industry updates and training.
The MoMAG President stressed that training agents must be an ongoing process rather than a one-time intervention.
He said periodic refresher programmes were necessary to reinforce lessons on compliance, professionalism and security while helping agents stay abreast of new developments in the industry.
“They need to always remember what they have been taught,” he said.
According to him, regular engagements also allow MoMAG and its industry partners to respond to emerging threats and provide agents with updated information on how to protect themselves, their businesses and customers.
Mr Ofori Agyemang also disclosed measures being implemented by the association to prevent fraudulent individuals from joining its membership.
He said prospective members are required to provide their Ghana Card and business registration documents, including relevant Form A and Form 3 documents.
The documents, he explained, are checked to ensure that the identity of the applicant corresponds with the name on the business registration records.
He said the verification process was necessary to prevent individuals from using another person’s business documents to gain membership of the association.
According to him, applicants whose names do not match the relevant identification and business registration records would not be admitted.
He said the process was part of MoMAG’s broader effort to promote accountability, protect legitimate agents and safeguard the reputation of the association.
Mr Ofori Agyemang also acknowledged measures taken by electronic money issuers against agents accused of engaging in fraudulent activities.
He cited a case in which one electronic money issuer had reportedly sanctioned approximately 9,000 agents for alleged involvement in fraudulent activities, resulting in the agents being blocked from operating.
He said MoMAG supported such actions because fraudulent agents could damage the reputation of legitimate businesses and undermine customer confidence in mobile money services.
He stressed that fraud committed by agents against customers or other agents could have wider implications for the industry.
The association, he said, would continue working with electronic money issuers, regulators and other stakeholders to identify bad actors and promote responsible conduct within the agent network.
For his part, Samuel Sarpong, Sales and Distribution Director of Telecel Ghana, said the company’s partnership with MoMAG was aimed at improving the capacity of agents and strengthening the wider mobile money ecosystem.
He said agents were an important component of the growth strategy of any telecommunications company operating a mobile money business.
“Today we’ve gathered here for a simple reason. We are working with MoMAG of Ghana as a mobile money agent network to collaborate on various efforts to improve their capability as agents,” he said.
Mr Sarpong explained that agents represented the final link between digital financial service providers and customers.
“These agents are the last mile in the delivery of this service to our customers,” he said.
Samuel Sarpong, Sales and Distribution Director, Telecel Ghana
He noted that agents provide customer service, manage liquidity and play a critical role in ensuring that mobile money services reach customers efficiently.
He said their ability to engage customers professionally and effectively could have a direct impact on the growth and competitiveness of Telecel’s mobile money business.
Mr Sarpong said Telecel considered it important to deepen its relationship with the agent network by creating platforms for feedback and capacity development.
He said the company wanted to listen to agents, understand the challenges they face and empower them with the knowledge required to remain effective in the changing digital financial environment.
The partnership between MoMAG and Telecel comes at a time when mobile money remains a major component of Ghana’s digital financial ecosystem, with agents serving as the critical physical link between customers and electronic money service providers.
Both organisations stressed the importance of combining technology, continuous training, regulatory compliance and stakeholder collaboration to protect the integrity of the sector.
Mr Ofori Agyemang urged agents to take advantage of the various training opportunities provided by MoMAG and its partners and to recognise that professionalism and continuous learning were essential to the future of their businesses.
He reiterated MoMAG’s commitment to working with Telecel, other electronic money issuers, the Bank of Ghana and relevant stakeholders to strengthen the agent network.
Mr Sarpong, meanwhile, reaffirmed Telecel’s commitment to working closely with agents, gathering their feedback and investing in initiatives that would improve their capacity to serve customers.
The two sides maintained that a better-trained, more professional and technologically protected agent network would contribute to improved customer confidence and help sustain the growth of Ghana’s digital financial ecosystem.
By 1960news.com
