AOL to cut jobs in customer care department

AOL to cut jobs in customer care department

Time Warner’s online division AOL has said that their consumers have become so tech-savvy that they do not need as many people working in their customer care division. As a result, they are cutting around 1,300 jobs, or 7 percent of its work force at their call centers.

AOL claimed that the calls to these call centers have dropped comprehensively in the recent times. AOL representative Nicholas Graham said in a statement: “The bottom line is call center volume has declined by 50 percent in the past two years.”

The company has gained by providing both offline and online tools for their customers to fix their problems related to viruses, worms and other kind of spyware programs. This helps the consumer to solve Internet problems on his or her own.

AOL also has suffered massive drops in their subscriber base in the recent years as most users have moved onto broadband and other high speed connection providers. As a result, they are now focusing on upgrading their customers to higher speed packages and are also entering into the wireless internet market.