Search Content
find
CATALOG
Skip Navigation Links.
Expand Data InfrastructureData Infrastructure
Expand Data ToolsData Tools
Expand Desktops, Laptops and OSDesktops, Laptops and OS
Expand Enterprise ApplicationsEnterprise Applications
Expand IT InfrastructureIT Infrastructure
Expand IT ManagementIT Management
Expand Networking and CommunicationsNetworking and Communications
Expand SecuritySecurity
Expand Servers and Server OSServers and Server OS
Expand Software and Web DevelopmentSoftware and Web Development
Expand StorageStorage
CONNECTIONSmore
Connect with other members or invite your contacts to the community.
GROUPSmore
Join an existing group to participate in the group discussions or create a new group of your own to create discussions around topics of interest to you and your work.
MY RESOURCESmore
Find info or add new info to your ITmodelbook. You can find white papers, technology reports, business analysis, webinars, presentations and more. You can also share your own authored content and resources you like by adding this info.
Resources you may like
  • Share within ITmb

Annual Agent 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 and must to be replaced during the year. The annual agent turnover would therefore be 5 ÷ 15 = 33.3%. The metric is equally applicable to the service desk and desktop support, but the examples and illustrations we use in this month’s article will be specific to the service desk.

Some organizations make a distinction between good turnover and bad turnover. Bad turnover is when an agent leaves the company altogether because of performance issues or to pursue other job opportunities. So-called good turnover, by contrast, is when an agent who is otherwise performing well is moved or promoted to a non-customer facing position in the service desk, or accepts 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 to be filled.

Continue reading by clicking the link below

Keywords
Annual Agent Turnover, Service Desk Staffing, Desktop Support Staffing, Service Desk KPIs, Desktop Support KPIs
Offered by
Jeff Rumburg | MetricNet
URL
Files
The resource is available from the link above.
Ask a question
search Paper Image Add papers image
Bookmark to
My ITmodelbook add
Group ITmodelbooks
 
'Artisteer - Wordpress Theme Generator'
'Sony Creative Software Inc.'
 

Latest reports from top IT companies:

SAP HP Janrain HubSpot PrepLogic Motorola BNP Media Informatica Microsoft Jobvite