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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.

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Annual Agent Turnover, Service Desk Staffing, Desktop Support Staffing, Service Desk KPIs, Desktop Support KPIs
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Jeff Rumburg | MetricNet
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