Onboard a new airtime sales agent in one week
Start the agent with a supervised shift and a low spending limit. Before they work alone, ask them to demonstrate a sale, show how they would handle a pending order and match the shift report to the till. The five-day plan gives you time to practise each step.
| Day | Work | Sign-off |
|---|---|---|
| 1 | Verify the agent, register their outlet and agree products | Supervisor confirms authority and purpose |
| 2 | Set access and walk through the receipt and report | Agent can explain which references to keep |
| 3 | Practise common failures with training data | Supervisor signs off on the response |
| 4 | Run a supervised limited shift | Sales and exceptions match the run |
| 5 | Reconcile and decide the next limit | Finance and supervisor approve the next step |
By Freepaid · Published
Prepare the outlet and the operator
Confirm the branch, the agent's role and the person allowed to approve access. Give the agent an individual login where the system supports it. Establish who funds the wallet or allocates voucher stock, how much may be used in the first shift and which records prove the allocation. Make clear when the supervisor needs to approve a change.
Walk through a real customer request. Show the agent where to check the product and value, and ask them to confirm whether the customer wants a voucher code or a direct recharge. For a direct sale, teach them to confirm the number before release. For a voucher, show how to protect the PIN and hand it to the intended customer.
Practise the exceptions while it is quiet
Run a printer jam, an incorrect number caught before submission and a pending status. Use test data where the system allows it. For a printer jam, the agent should locate the existing sale and follow the approved reissue process. For an incorrect number, the agent corrects it before authorising the order. For a pending status, the agent saves the reference and asks the supervisor to check it.
For an interrupted sale, have the agent note what happened, the reference, the last status check and who’s following up. Give them a way to tell the customer when to expect an update even if the order outcome is still unknown.
Close the first shift together
Say the agent starts with R300 and the supplier charges R20 for each of nine confirmed sales. The expected balance is R120 before any fee, credit or adjustment. If the supplier report also lists one unresolved R20 order, check whether that order was debited before treating the difference as missing money. Carry the reference to the next shift with an owner and a check time.
Ask the agent to show the supervisor a confirmed sale, a reported exception and the closing balance. The supervisor should be able to reproduce the result from the records, including any money collected at the counter. If they cannot, keep the limit low and correct the relevant step. Once the agent can do it consistently, document the signed-off products, supervisor and authority for any further increases. Freepaid point-of-sale airtime