iiNet calls for customer service focus

Customer service must take focus or providers will risk high churn levels

Internet service provider, iiNet (ASX:IIN) has claimed customer service must be given a greater focus in the telecommunications industry or providers will risk high customer churn levels.

iiNet general manager customer service, Paul Cahill, said customer service is becoming the deciding factor for customers when choosing a provider.

Cahill said new customers are often gained through churn as a result of poor customer service at their last service provider.

“With the National Broadband Network (NBN) providing universal access, the quality of customer service can only grow in importance as a key product differentiator,” he said in a statement.

iiNet’s claims follow s call from the Australian Communications Consumer Action Network (ACCAN) for telco’s consumer protection rules to be overhauled and for a thorough inspection of whether the current self-regulatory system is working in the best interests of consumers.

Customer service in the telco industry has also been the subject of an investigation by the Australia Communications and Media Authority (ACMA).

“Customers are forced to endure long periods spent on hold and being transferred from operator to operator,” ACCAN chief executive, Teresa Corbin said at the time. “Add to that the frustration experienced by a customer who cannot make themselves understood or understand the person at the other end of the line.”

The investigation also followsa report compiled by the Cyberspace Law and Policy Centre from the University of NSW which also found the Australian communications sector’s complaints process is “unacceptable”.

Complaint comparisons, released by the Telecommunication Industry Ombudsman (TIO), recently highlighted where complaints had more than doubled for some internet providers.

"Consumers simply want a better experience when dealing with telecommunications companies,” Cahill said. “If we don't lift our game as an industry then these regulatory responses will gain further traction."

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Computerworld Staff

Computerworld
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?