MARA adds agents to ease student applications

MARA operators will no longer be relegated to only picking up calls from their customers before connecting to a related officer.

Now with the establishment of MARA Call Centre (MCC), the role of MARA operators are to be improved. They can answer questions from customers in addition to the five 'agents' who are placed in MCC to solve more specific issue.

Chief Customer Service Officer for the MCC, Mohd. Ismandi Taha said prior to this, the officer's role is confined to only taking customer service calls before connecting to the officers involved, but now they can answer questions from customers as an addition to the five agents placed in MCC to expedite the customer problem resolution process.

According to him, MARA as a large organization has three main sectors including entrepreneurship, education, and investment, each with multiple branches which result in MARA receiving thousands of calls every day with questions or complaints to be resolved quickly.

"The difference between MARA and other organizations is that we usually receive seasonal questions from customers. For example, at the beginning of the application for admission to the college, so in that month we will receive a lot of calls in connection with submitting an appeal or preparation to enter schools, while in September, we receive many calls regarding admission to institutes of higher education such as student loans or scholarships.

"In situations like this, we can actually expect the future questions and are ready to provide immediate answers so we can receive more calls without any problems," he said.