Faced with greater competition and a maturing online audience, internet and interactive services provider AOL says it will lay off 1,300 workers at AOL customer service call centres in Arizona, Utah and Florida.
The company says it will close its ten-year-old First Coast Tech Parkway customer support facility in Jacksonville as part of the changes, and jobs will also be cut at call centres in Tucson, and Utah, according to Nicholas Graham, an AOL spokesman.
Both the Arizona and Utah call centres will remain open, he says. "As part of an ongoing process to better align our resources and continue to respond to a changing marketplace, AOL is reducing its call center workforce by approximately 1,300 positions — all of which are taking place in our member services division."
The Jacksonville facility is being closed because member support call volume has fallen by 50% due to the inclusion of additional AOL self-help tools and online assistance for AOL users, according to the company. The decreased number of support calls prompted the company "to rebalance our member services organisation to make it more efficient, effective and responsive to the current needs of members and our business," he says.
AOL, a division of New York-based Time Warner, says it has nearly 27 million members worldwide, including about 20 million members in the US.