iiNet Reviews

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.

- 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.