Turnover is the percentage of all agents that leave a support organization over the course of a year.
Let’s say, for example, that the average agent headcount for your service desk is 15 and that 5 agents leave during the year. The annual agent turnover would therefore be 33.3% (5 ÷ 15 = 33.3%).
Some organizations make a distinction between good turnover and bad turnover.
Bad turnover is when an agent leaves the company because of performance issues or to pursue other job opportunities.
Good turnover is when an agent is moved or promoted to another position in the company that is outside of the service desk.
Both types of turnover are included in the calculation of annual agent turnover because both types of turnover create a vacancy that must be filled.
Why is this important?
When there is turnover, the knowledge and experience of the agent leaving the service desk walks out the door with them.
Additionally, industry estimates place the cost of replacing an agent at more than $12,000 in North America.
The good news is – turnover can be controlled to some degree by proactively managing agent job satisfaction.
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