DWS Service Desk Rescue Series: Turnover: The Good, the Bad, and the Ugly

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Every organization experiences turnover or attrition. It is simply a fact of life. However, how you deal with it can make all the difference in the world. 

Attrition is a natural process in any organization, and the support desk is no exception. It is an ever-present challenge for contact center and service desk managers. Some agents will inevitably leave no matter how well you manage your team. Turnover is a term used in the business world to describe the percentage of employees who leave an organization over a year. There are different types of turnover, and Some companies differentiate between positive and negative turnover. When an agent departs an organisation due to performance difficulties or to explore other possibilities, this is referred to have a negative turnover rate. Positive turnover occurs when an agent is transferred or promoted to a new position within the organisation.

Let's look at each type of turnover and see how it affects your support organization. This blog post will discuss the different types of turnover and what it means for your organization. 

Attrition is a necessary evil in any support organization. As agents move up within the company, a certain amount of attrition is to be expected and even desired. But too much attrition can lead to problems. A high attrition rate can disrupt the team and negatively impact morale. It can also lead to a shortage of skilled labour, leading to increased workloads for remaining staff members.

Attrition rates vary from industry to industry and from company to company. The average annual attrition rate for all industries is about 15%. The service desk industry has an average attrition rate of 20%. Attrition rates are highest in the first year of employment and tend to decrease over time. The first-year turnover rate for all industries is about 30%. The first year turnover rate for the service desk is about 40%. Attrition rates are also higher for entry-level positions and decrease as position level increases. The average attrition rate for entry-level positions is about 25%. For management positions, the average attrition rate is about 15%. Attrition rates can be impacted by several factors, including company size, industry, location, and economic conditions. In general, larger companies have lower attrition rates than smaller companies. Companies in certain industries (such as technology) tend to have higher attrition rates than other industries. Attrition rates are usually higher in cities with high costs of living (such as San Francisco) than in other locations. Attrition rates tend to increase during economic downturns.

There are a few things you can do to reduce attrition rates in your organization:

1. Make sure you are hiring the right people for the job. Screen candidates carefully and do your homework on them before making a final decision.
2. Provide training and development opportunities for your employees. This will help them progress in their careers and feel more invested in the company.
3. Create a positive work environment where employees feel valued and appreciated.

Attrition is a fact of life in any support organization. But by taking steps to reduce it, you can keep your team happy and productive. Let's take a detailed look at the Operational Management Reference Framework to see what causes Attrition and what actions can be taken to minimize Attrition.

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The Objective:

The Objective of the Turnover/Attrition process is to ensure that Service Desk Manager have the focus on the key factors that both positively and negatively influence Turnover/Attrition

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Sample List of Benefits:

• Improve Employee Morale
• Improve Employee Engagement
• Improve Employee Connectedness
• Improve Employee Productivity
• Improve Business Results

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Sample List of Observations:

• Operational Management systems lacking
• First Line Management systems lacking
• Upline/Governance systems lacking
• People Management systems lacking
• Management disciplines lacking
• Leadership lacking

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Sample List of Recommendations:

• Leadership
• 4 Key Management Disciplines
• Operational Management Systems
• First Line Management Systems
• Upline & Governance Systems
• Employee Engagement, Enablement, and Empowerment Systems

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