iiNet’s world-class working from home program

Here’s a rather depressing fact for you. Recent research carried out as part of National Telework Week revealed that workers living in major Australian cities spend up to 12.5 days each year travelling to and from work. I bet as you read that sentence you were thinking of a hundred different ways you’d rather spend your free time!

No more commuting!

Avoiding the daily grind of a painful commute is something we all dream of, and for 15% of iiNet’s Customer Service Representatives, it’s a reality.

Back in December 2008, we decided to test out the benefits of working from home to our customers, staff and the business. We took 14 carefully selected staff members, set them up with everything they needed to work from home and measured their performance and customer satisfaction over time.

Just like being in the office, but with slippers

Unsurprisingly, staff productivity and satisfaction went through the roof, which of course had huge benefits to the business.

Four years down the line and we now have over 120 staff across Australia who take customer calls on everything from sales and billing to technical troubleshooting; process customer applications and respond to email queries.

Plus, last week we were thrilled to be recognized at the 2012 World’s Best Contact Centre awards receiving a Bronze medal for ‘Best Home/Remote’ program and a ‘Highly Commended’ at the 2012 Australian Service Excellence Awards for National Customer Service Project of the Year!

Time, money and a whole lot more

Many of our staff working from home save over two hours a day in travel time and can use their free time to exercise, spend more time with their families and relax.

No commuting also means no parking and public transport fees that can quickly add up to over $20 a day.

Importantly for us, our staff are happier and feel more productive.

Happy staff, happy customers

Month in, month out our work from home staff are some of our top performing staff in terms of customer satisfaction, which we measure through an email survey sent after each customer interaction. We believe in awesome customer service and our work from home staff members are fundamental in helping us deliver it.

Environmental Benefits

iiNet commissioned Environmental Consultants to survey and calculate the environmental value of our work from home program. They estimated that for the 2010-11 year 345 tonnes of CO2e were avoided and as our work from home figure grows, so will this saving.
I want in!

Joining our work from home program is easy! First off, you’ll need to come work for us. Lucky for you, we are looking for new staff with a passion for awesome customer service and an interest in technology to fill a number of positions. Available positions are regularly updated and can be viewed on our careers page. You could be ditching that two hour commute, saving money and enjoying more time to stop and smell the roses before you know it!


  1. Brian says:

    I am not an inet employee but have been a customer for around 9 to 10 years.

    I believe I have dealt with one of the staff who was working from home (in Sydney) on the odd occasion I actually had an issue about 6 months ago.

    I found him to be more relaxed and laid back whilst remaining professional and confident.

    I too am fortunate enough to be able to work from home when I need to as the company I work for encourages all staff to work atleast one day every fortnight from home so I understand the benifits of WFH, even though my daily commute is around 1hr all up, it is still time re-captured with that extra half hour sleep in.

    It is also good to deal with someone who understands English as their first language, and this is a mojor thing that has kept me as a loyal customer and an ambassador for iinet. I tend to find dealing with call centres based in developing countries focus too much on scripting (focus on metrics) and not enogh on the staff thinking, which is one thing I found out when traing staff in the Philippines for a previous job.

    I have not dealt with your Manila staff yet but I do fear that it may have a negative impact in my loyalty if ever I have to. This is not necessarily a reflection on the people, but more the process and underlying cost cutting.

    All I can say at this point is that if I was not working where I am now I would most likely apply to iinet.

    Keep up the good work.

  2. Georgia says:

    Brian I think I have dealt with iinet’s Manila staff at least once (as I tend to need help at strange hours) and I found them to be very helpful and most ingenious, not at all scripted.
    I remember being pleasantly surprised.

  3. Aaron says:

    Hey Brian,

    iiNet don’t have a call centre in manila at all. If you are speaking to someone with a filipino accent then they will either be working in the Auckland, Melbourne, Sydney or Perth Call centres.

    It’s one of the best things about iiNet, is their dedication to customer service.