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News : Merchant’s iiNet Contact Centre Grows by 500 Jobs in 2014
Oct 3, 2014 -- The iiNet customer service center in Cape Town, operated by Merchants as part of iiNet’s global virtual contact center, will expand to 1,000 seats by the end of 2014 as a result of continuous iiNet growth.
iiNet supports broadband, telephony and Internet Protocol TV (IPYV) services across Australia. It employs more people across three countries.
In addition to the Cape Town contact centre, the company has centres throughout Australia and one in New Zealand. The company’s follow-the-sun approach and Australia’s several time zones mean that the Cape Town centre enables iiNet to provide 24x7 customer service whilst allowing staff across the globe to work sociable hours.
Roos says that the principle of looking after one’s employees translates into growth for one’s customers. "Although we source our customer service agents or representatives from among young matriculants who have had little to no work experience, our training is focused on ensuring that they not only know what good service is but have the confidence to deliver it. Inevitably, they enjoy their jobs and become invested in the brand. This translates into an inherent desire to keep the customer happy. This combined with iiNet’s clearly defined and consistent business objectives makes it simple to deliver on that desire. "
"South Africa has great raw talent and passion. All one needs to do is create an environment that allows people to flourish.
"In addition, by promoting from within the ranks of customers service representatives, we are able to maintain the iiNet culture. As representatives move into positions such as customer service managers, they pass on and entrench what they have learned. Maintaining iiNet’s culture leads to more satisfied customers - and the cycle of growth continues."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Where Is The Problem?
More Editorial From iiNet
iiNet is Australia's second largest DSL Internet Service Provider (ISP) and the leading challenger in the telecommunications market. We employ over 2000 inquisitive staff across four countries and support over 1.7 million broadband, telephony and Internet Protocol TV (IPTV) services nationwide.
Published: Monday, October 6, 2014