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Tech Support Turnover Rates

Publication date: 11/2006

Executive Summary

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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Copies of the survey are free to ASP members in the members-only area.

Join the ASP | ASP membership info