What Do Clients Want in E/M-Banking Agents?

by Denny George and Venkat Attaluri
May 11, 2011
1 min

This Note describes clients’ preferences for desired agent profiles in India, and looks at how this data could be used when selecting agents.

This Note describes clients’ preferences for desired agent profiles in India, and looks at how this data could be used when selecting agents. It concludes that agent selection must consider many aspects key to the viability of the business, such as the capacity to scale up and the ability to manage cash. However, client preferences for agent attributes are perhaps more important than other considerations, since these will be one of the main factors driving transactions. Organisations wanting to adopt agency banking models should take cognisance of this and exercise adequate due diligence in identifying key characteristics that clients desire and selecting agents according to those traits.