In 2024, the GSMA commissioned Three Stones International to evaluate two different training methods for Mobile Money Agents on the Humanitarian Code of Conduct (HCoC): an Interactive Voice Response (IVR)-only training with MTN in 2022 and a blended in-person and IVR training with Airtel in 2024. The aim was to assess the outcomes and impact of these trainings and to derive useful lessons for future training implementations.
The evaluations focused on two key questions:
- The main outcomes of the training on Mobile Money Agents’ HCoC knowledge, attitudes, and practices.
- The main lessons learned from training agents on HCoC content using different modalities: in-person, IVR, or blended.
This case study explores the project lessons and outcomes.
