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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 is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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