iiNet Employee Reviews about "call centre"

Updated 24 Sep 2016

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3.1
50%
Recommend to a Friend
64%
Approve of CEO
iiNet CEO Michael Malone
Michael Malone
41 Ratings
Pros
Cons
  • "This effects all aspects of your employment such as career advancement to senior customer service representative(in 8 reviews)

  • "Throwing alcohol and junk food at the call centre at every opportunity(in 8 reviews)

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Reviews about "call centre"

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  1. "Perth Office is incredible."

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Perth, Western Australia
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at iiNet part-time for more than a year

    Pros

    Cake Day. Occasional free food. Michael Malone is very friendly.

    Cons

    Pay is lower than Telstra pays their people. Inconsistency among call centres. Hard to get Christmas week off except for Christmas Day.

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  2. Helpful (3)

    "Aquired by iiNet"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
     in Camberwell, Victoria
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at iiNet

    Pros

    Strong focus on customer service and NPS which was great preparation and training for future roles. Plenty of structure and resource support for the contact centre. They took training seriously and ensured this was executed well.

    Cons

    Unhealthy 'reward' culture. Throwing alcohol and junk food at the call centre at every opportunity. Also there was a clear 'cool kids club' between the HQ mgt and the various external sites. If you weren't part of this clique you are likely to find it hard to be selected for certain interesting opportunities.


  3. Helpful (2)

    "Good environment, but not a lot of room to move"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Melbourne

    I worked at iiNet full-time for less than a year

    Pros

    Actually a really good environment for a call centre, and they give the staff a certain amount of autonomy to handle calls (for example you were allowed to credit up to $50 per day, and they didn't encourage throwing money at problem customers to make them go away). No call time KPI, which is good because it's impossible to address support calls properly when you're working against the clock.

    Cons

    Very little room for advancement if you're a CSR. Also have a tendency to overlook the best people for promotion. One highly knowledgeable CSR was overlooked for promotion to senior despite the fact that she knew the system in and out and was one of the go-to people for provisioning; this happened more than once. Full-time pay for CSRs was garbage. $38,500 per year for 40 hours a week. You can get bonuses at the end of the month if your NPS is good but it only takes a few crappy customers (or getting stuck cleaning up someone else's mess and copping the abuse for it) to wipe that out.

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  4. Helpful (8)

    "Unprofessional Management. Obsession with KPIs contradicts "Awesome Customer Service." Prehistoric computer systems."

    2.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Customer Service Representative 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at iiNet

    Pros

    Adequate training. Decent office environment. Friendly co-workers. Supportive colleagues.

    Cons

    Most people know that working in a call centre sucks. Hard. In fact, unless you are desperate for money I would recommend doing almost ANYTHING else. But to be honest, I'm not so sure it's the talking to people on the phone constantly that is the deal breaker. In fact, I quite enjoyed that part. What was the deal breaker for me was the ancient, clunky systems that you need to work around to actually do your job, while keeping a customer at bay in real time, coupled with the stress of adherence, after call work and NPS scores as KPIs that are, to a large extent, a direct contradiction to iiNet's dedication to "awesome customer service." I'm not stupid. I understand why these KPIs exist, but for the most part, as a CSR working with those KPIs, your focus is not on how best to serve the customer as efficiently as possible with their myriad of issues they may have, but how to achieve your KPIs, often at the expense of serving a customer properly. The only KPI that is directly related to actual customer service is the NPS and even that will be skewed depending on how upset the customer already is with iiNet before they talk to you. Depending on who your manager is, the aforementioned deal breakers could be exacerbated by an awful manager. If you do end up working here as a CSR, and can adjust to the array of self-imposed obstacles iiNet place in the way of you actually giving "awesome customer service", I would still suggest joining a union (if you're not already) for when they start to pull some of their management tactics. This may include (but will not be limited to) a heavy inference that you do not take your legal amount of break times (wouldn't want to mess up your adherence stats!) and an absence protocol that requires you to ring a minimum of three different phone numbers to successfully lodge a last minute sickness. There really is no reason for this other than to deter you from ever taking any time off. I could almost give them the benefit of the doubt on the litany of phone numbers that they pretend is actually for my own good if they didn't have a nightmarishly unprofessional return-to-work interview for even a few hours off. In this interview, you will be asked a series of invasive personal questions regarding your medical situation and general health (while they take notes) that is not only extraordinarily unethical but pretty darn illegal. It is heavily weighted towards deterring you from taking time off under the guise of making sure you're ok. Trust me, you'll do training and there'll be points where you'll think it might not actually be that bad. There'll be the pre-scripted routine where existing staff act wacky while your new team is on a tour of the office. Don't fall for it. You will never see those same people be "wacky" ever again. What you will see a lot of, however, and this will be on most people's faces, is a look of cold-dead-bleary-eyed upset. You are walking amongst the damned, in a soulless purgatory designed to maximise productivity at the expense of your mental health. And it's minimum wage. Walk away. Go get a job at K-mart. Move pianos for a living. Lick chicken at KFC. Anything else. But if you absolutely must work here, because you are desperate like I was, get out as quick as you realistically can.

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  5. Helpful (3)

    "An okay first job."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Perth, Western Australia
    Recommends
    Neutral Outlook
    Approves of CEO

    I worked at iiNet full-time for more than a year

    Pros

    National & International travel opportunities for those that perform well. Bonus program up to $600/mo is (depending on team/department) easily achievable if you do your job properly. Staff drinks are on regularly, company definitely celebrates their wins well. MM (former CEO) is super approachable.

    Cons

    You're micromanaged like CRAZY. A customers view on the company, not you, affects your bonus severely. The pay is way too low. The "career opportunities" they brag about are non-existent. Resourcing is horrible. Understaffed call centres = customers waiting for hours and subsequently abusive.

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  6. Helpful (8)

    "There's a reason your turn over is so high..."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Technical Support Officer 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at iiNet full-time for less than a year

    Pros

    - Although the training is limited, at least it was offered. Trainers were great people. - My fellow workmates were all good people and easy to get along with. - Free soft drinks nearly everyday. - Coffee machine is great. - The HR Health Line number which you used to log an absence was useful and a genuinely good idea.

    Cons

    - Very low wages, barely $18.00 an hour. Not worth the sheer level of work you're expected to do. - Not all Senior Customer Service Representatives were like this, but some straight up refused to do their assigned duties like taking escalations. Also if the call centre is shut but you're still on a call, and you need help, don't expect anyone to be available. - Software used by iiNet is outdated, slow and malfunctions often. - Management and HR are sensitive to criticism, even if it is constructive. Be very careful when they start asking for your opinion. - The KPI's are extremely challenging to achieve simply because of how the system is structured. - Management and HR are apathetic when it comes to employee well-being. - Highly political environment, don't fall on the wrong side of the political spectrum whatever you do. - Roster is very inflexible. - Work life balance is a joke. - All the "fun" facilities are there for show, as if you have time to use them! - Heaps of managers are outsourced. So many of them have NO system knowledge or technical support knowledge.

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  7. Helpful (1)

    "Great place to work. Can be better pay & opportunities wise"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Perth, Western Australia
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at iiNet full-time for more than a year

    Pros

    - Great culture & Atmosphere - Nice employees - Great christmas parties - Generally supportive managers/team leaders - Great travel opportunities if you perform well (national & international trips for up to 3 months at a time - all paid!) - Michael Malone is a very approachable down to earth guy.

    Cons

    - They say career progression is easy, but infact difficult - They will give somebody a skilled job based on call centre performance & not actual skill or qualification (good call stats will win over a CCNA - what the ??) - Renumeration does not match skill, nor is it in line with industry standards. - Poor pay is leading to all the quality staff leaving. - Too much corporate politics.

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  8. Helpful (5)

    "Worst place I have ever worked"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at iiNet full-time for more than a year

    Pros

    Some colleagues were ok, but they quit as well.

    Cons

    management have absolutely no idea how to treat staff Call centre training is rushed and doesn't give you the knowledge to do your job properly Constantly dealing with customers problems that you have no idea how to fix Lots of back stabbing and passing the buck

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  9. Helpful (4)

    "Absolute nightmare and management are the worst"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at iiNet full-time for more than a year

    Pros

    Most of the people/facilities are fine

    Cons

    Training is nowhere near long enough or detailed enough Managers (call centre) do not assist at all General lack of supporting existing employees, too busy thinking of douchebag wording for their communication with customers.

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  10. Helpful (7)

    "Nice offices, awful culture"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Perth, Western Australia
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at iiNet full-time for more than a year

    Pros

    One of the freshest brands to work for in Perth. Good offices and nice people to work with at the call centre and admin levels. Good incentives and bonuses. Good staff events and socialising opportunities.

    Cons

    Hard to reconcile the external culture with the management-encouraged back stabbing. Very little internal movement or promotion opportunities. Management couldn't be more erratic or unprofessional, including a culture of bullying that comes from the top down. Extremely high focus on sacking and redundancies - often without any perceived reason.

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