SOURCE: Bomgar Corporation

October 22, 2008 03:02 ET

Remote Access Software Can Reduce Help Desk Agent Turnover

Reducing IT Help Desk Turnover Makes a Big Difference in Tough Economic Times

RIDGELAND, MS--(Marketwire - October 22, 2008) - According to a recent study, replacing a call center worker costs the equivalent of three to four months of that worker's pay. As Bomgar's remote access software helps increase job satisfaction and can thereby reduce staff turnover and the associated costs, it may enable companies to operate within current budgetary constraints.

The study, conducted by the Global Call Center Network study and published as The Global Call Center Report: International Perspectives on Management Employment, gathered information from nearly 2,500 call centers in 17 countries of varied economic status.

In addition to the information on the cost of replacing a worker, the study found that call centers with low quality jobs have a significantly higher rate of turnover than those with high quality jobs. A high quality job is defined as one in which the worker is able to exercise discretion in the execution of their duties and is held responsible for their performance rather than being micro-managed.

According to the study, the major benefit of discretionary powers is the ability to satisfy a customer's needs and thereby derive a greater sense of accomplishment.

Customers deploying Bomgar's remote access software have consistently reported a higher level of job satisfaction. The agent is able to connect with the end-user within seconds to deliver true on-demand support and, as the agent can see the customer's computer as if it were on his own desk, he is able to resolve problems much more quickly and with a minimum of complexity.

Bomgar's remote access software has enabled companies to realize a reduction in total call times of up to 90%, an increase in first call resolution by 20 - 85%, and a 90% reduction in second tier escalation.

As a result, the end user is able to return to work more quickly, and has enjoyed an outstanding customer experience.

According to the study, turnover rates for call centers with low to very low quality jobs, which describes roughly half those in the U.S., Canada and the UK, are four times higher than centers with high to very high quality jobs -- a significant amount of money is going down the drain.

To find out more about how Bomgar's remote access software can reduce turnover by improving job quality for IT help desk workers, visit

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