iiNet, one of Australia's Internet service pioneers, is headquartered in Perth, Western Australia and began operations in 1993. Today iiNet is the third largest ISP in Australia, offering dialup, broadband and telephony services including VoIP.
iiNet has over 190,000 broadband customers, with 120,000 of these on its own DSL network (as of June, 2006). It also has 100,000 phone subscribers, and over 40,000 customers who have signed up for iiNets VoIP service.
Through iiNets technology, it currently provides the fastest, most widely available broadband speeds in Australia, along with bundled telephony solutions.
In 2006 iiNet implemented call centre technology to virtualise three contact centres located in Perth, Sydney and Auckland. This technology combined with improvements to internal training and management processes has improved service levels from 5% of calls being answered within 60 seconds in February to an average of 70% in October. Call abandonment has reduced from 57% in February to 8% in October and average call wait time has come down from 19 minutes in February to just over 1 minute in October. |
