posted on Feb, 6 2008 @ 02:10 PM
i used to do tech support training for AOL when they were at their peak customer count (close to 40 million), and right before/about the same time
that they outsourced to India. The reason they did this? They were starting to see market share impacts in urban areas, and had to reduce overhead
Our outsource company provided such high quality service that we redesigned their entire quality program. Every site we had ranked at the very top,
competing only with each other for 1st, 2nd, 3rd every month.
When they purchased Time-Warner, they were also trying to diversify their portfolio and gain entrance into the urban high speed market. You see this
with RoadRunner and AOL packaging. Also at about this same time we picked up one of the largest Time-Warner Cable markets to replace AOL in our call
center. Needless to say, i also got to know the internal politicking with TWC, and how they relate to AOL.
The atmosphere has not been warm. TWC was somewhat separated from the parent entity via congressional ruling. As well, AOL product offerings were
required to be identical in the pricing structure to others such as Earthlink (meaning that only RoadRunner could be put in a premium, packagable spot
for value adding).
This severely hampered AOL's plans. Combined with the abject failure of their venture into DSL (which my company also supported, during its launch
phase), AOL was sent reeling. This has caused GREAT strain on the Time Warner (both cable and the "regular" division) people and the AOL people's
From what I understand, there are ex-Time Warner execs who are trying to get AOL to divest themselves of the Time Warner piece in order to not bring
down the entire company.
As you can see, AOL is not going to go out alone.
Edit to add: when i say "my company", i do not own it. I am a manager within it. And neither of these companies are clients of ours.
[edit on 6-2-2008 by bigfatfurrytexan]