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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. 

Visit to learn more! 

Angela Irizarry

Angela Irizarry joined MetricNet in early 2013. In her current role as Vice President and Chief Operating Officer, she assists MetricNet’s CEO in managing the Company’s day-to-day operating activities, short-term and long-range strategic planning and new client acquisition. Additionally, she is responsible for planning, organizing, and implementing the Company’s sales and marketing efforts as well as managing MetricNet’s intellectual property, online best practices library, web projects and e-commerce shop. Angela is a versatile and results-oriented professional with nearly 15 years of business development and marketing experience across a multitude of industries globally. Prior to joining MetricNet she held various leadership positions in the Property Management and Retail industries where she was known for her strong track record of sales growth, marketing foresight and creative problem solving.

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