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  • Writer's pictureNisarg Naik

U.S. Versus Philippines Attrition/Turnover Rates and Your Outsourced IT Helpdesk

Previously, we noted that the loss of a few key technicians can hobble your IT helpdesk capabilities if you’ve centered your entire processes around those key people. Unfortunately, attrition and turnover have become a serious problem here in the U.S. -- a factor that could, and probably should, figure into your decision to turn to offshore, outsourced IT helpdesk professionals for your low-level help ticket resolution needs.

The Bureau of Labor Statistics states that the turnover rate among U.S. businesses averaged 57.3 percent last year, a figure no doubt aided and abetted by the COVID-19 pandemic. But there’s worse news: in the professional and business services sector, the average turnover rate went up from a stunning 63.5 percent to an even more stunning 69.2 percent. If you’ve been struggling to replace technicians left and right, you’re certainly not alone. In addition to the time and expense involved in making those replacements, you now must bring the new recruits up to speed, a process which can easily impair your ability to help customers or employees.

Outsourcing your IT helpdesk to the Philippines makes perfect sense in light of these developments. According to the Philippine Board of Investments, the average labor attrition/turnover rate there is a mere 1.9 percent. The Philippines has a lower turnover rate than many other popular choices for outsourced work, and there’s no comparison to the U.S. rate. What does this mean for your company? It means a more stable, consistent core group of technicians who stay on the job and accumulate experience. It also offers a more cost-effective way to maintain your helpdesk quality by letting our own team at Gravity Helpdesk do the hiring, training, and payroll.

Turn over a new leaf for your organization’s tech support -- bring Gravity Helpdesk onboard!

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