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ASPonline.com >
Reports >
Tech Support Turnover Rates
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Tech Support Turnover Rates
Publication date: 11/06
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Executive summary
Support departments have always had a reputation for high employee
turnover, but there is little data about what constitutes a "normal"
churn rate. This report draws on survey responses from 131 support
organizations to identify real-world benchmarks for employee losses,
and offers evidence that much of the turnover in tech support
represents promotions and transfers rather than departures from the
company itself.
The report also provides a collection of insightful comments by support
managers on how to minimize the loss of valuable support employees.
Turnover benchmarks are provided by organization size (1-9 employees,
10-29 employees, 30+ employees) for first-level support reps, senior
support reps, and supervisors, analysts, and managers.
Copies of the survey are free to ASP members in the
members-only area.
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