By Emmanuel AKOMEA
Chief Executive Officer-Ghana Chamber of Telecommunications, Kenneth Ashigbey, has called on members of the Mobile Money Advocacy Group (MoMAG) to prioritise professionalism and customer service as the sector continues to evolve and expand.
The call to action came during the group’s 7th anniversary, held in Accra under the theme ‘Celebrating Progress: Reflecting on Milestones and Charting the Future’, where key stakeholders and members across the nation gathered to celebrate success chalked up over the years and discuss the rapidly growing mobile money landscape’s future in the country.
Recognising the significant progress in driving financial inclusion and creating a robust mobile money infrastructure, Mr. Ashigbey highlighted several areas where mobile money agents can further strengthen the sector.
“Some of the critical issues for mobile money agents include overcharging customers, withholding cash, delaying transactions and poor record-keeping,” he said, urging agents to address these challenges.
The issue of overcharging customers was particularly concerning, with him noting that some agents charge customers higher fees than the official transaction rates. Similarly, he addressed the problem of agents withholding cash – forcing customers to return later or access their funds through alternative means.
The importance of proper record-keeping was also emphasised, as the speaker noted that poor record-keeping can lead to transaction errors and disputes between agents and customers, ultimately damaging trust in the system.
“Poor record-keeping leads to transaction errors and disputes between agents and customers, damaging trust,” he said.
The speaker acknowledged that while the industry as a whole has made significant strides, there is still room for improvement when it comes to the way mobile money agents interact with their customers.
During the event, President of MoMAG Edward Ofori Agyemang expressed gratitude to members for their dedication and hard work, which have contributed to the group’s progress. The president recounted several accomplishments, including negotiating an increase in agent cashing commission, donating hospital equipment and renovating facilities, and providing support to local schools.
However, the president also voiced deep concern over the recent trend of agents being robbed – which has led to significant financial losses and posed a threat to the well-being of members. Specific incidents were mentioned, such as a member losing Gh₵83,000 cedis and another losing GH₵55,000 through robbery.
The president also encouraged all members to purchase insurance products to help safeguard their business as the Group begins conversations on rolling out a voluntary insurance policy.
The celebration marked a significant milestone in the Uber Money Advocacy Group Ghana’s journey, as it looks to the future with renewed determination and a commitment to the well-being of its members.
Mr. Agyemang reiterated the call for mobile money agents to uphold the highest standards of professionalism and customer service, saying it has become a critical priority. By addressing these issues, the industry can further strengthen its customers’s trust and loyalty – paving the way for a more inclusive and transformative digital economy, he added.
