The full cost of each agent departure, split into cash that leaves the business and capacity you recover only if you act on it. Replacement cost scales with how many departures you refill (backfill). Seats you do not refill are a capacity decision, and the tool never counts them as free. Results are checked against a 40 to 60% of salary planning band for frontline roles, set by this platform.
Every formula, constant and a worked example are in the published method.
Avoided when a refill is prevented
Recovered only if you act
range $14K to $23K (+/-25%)
41% of salary · per refill
range $965K to $1.61M (+/-25%)
$841K cash + $446K capacity · 70 of 70 departures refilled
Today's cost. Only part of it is recoverable.
All departures refilled
Full replacement cycle applies.
25% of replacement hires (18/yr) leave before reaching full output
Part of the cash burden, and the most recoverable part.
The headline is the weakest of the three axes: Directional. Bound by evidence and realization. Evidence: Inputs are estimates or defaults. Replace them with real figures to raise this axis. Realization: No capacity action selected, so recovered capacity is worth $0 and only avoided cash applies. Completeness: The model is whole and internally consistent: every input is inside its possible range, the cost basis is inside the frontline planning band, and no value is routed out of the model.
Frontline planning band is 40 to 60% of salary ($18K to $27K here), a check set by this platform. This result is 41%, $18K, within the band.
Cash counts in full and capacity at 0% under the chosen capacity action, both scaled to 100% backfill. These are the figures you could realize; the burden above is today's cost.
realizable a year
$120K cash avoided + $0 capacity value
10 fewer departures
Planning only
realizable a year
$240K cash avoided + $0 capacity value
20 fewer departures
Planning only
realizable a year
$360K cash avoided + $0 capacity value
30 fewer departures
Planning only
realizable a year
$481K cash avoided + $0 capacity value
40 fewer departures
Planning only
Attrition cost has several parts, and this read separates them. Replacing one frontline agent here costs about $18,381 all-in, roughly 41% of annual salary, which sits inside the frontline planning band of 40 to 60 percent, the plausibility check on the rest of the model.
That figure is today's cost burden. What you could save is modelled separately, below. About $12,013 is cash out the door: recruiting, training wages, sign-on and the overtime premium to cover the empty seat. The other $6,368 is recovered capacity: nesting and ramp time you pay full wage for at partial output, plus supervisor coaching. Cash stops when a backfilled departure is avoided. Capacity becomes money only when leadership commits a capacity action. At 100% backfill, with the capacity action set to "not selected", that is why the realizable figures are smaller than the burden.
Backfill matters here, because replacement cost exists only for seats you refill. Every departure is replaced, so the full replacement cycle applies.
The clearest recoverable line is early washout. 25% of your replacement hires, about 18 a year, leave before reaching productive output, and the $188,334 of recruiting, screening, and training cash spent on them returns almost nothing. Because it is measured against hires, it can never exceed your replacement cash, which makes it a good place to start. A business case built on this keeps four things apart: what is cash, what is capacity, what you can realize, and the early-washout waste you can address first.
Rate each statement for your operation, 1 if you disagree and 5 if you agree. A statement at 2 or below becomes an action, with the tool that measures that driver. Your answers change no figure and no grade above, and the check predicts no attrition rate.
Answer every statement for a driver to see what it points to. Drivers are read one at a time and never averaged.
Published figures to hold your result against. Each measures something slightly different, so read what it counts before you compare. None of them changes your result or its grade.
Each publisher defines attrition its own way; read the definition before comparing. No free source publishes agent attrition by industry.
The US Bureau of Labor Statistics median for customer service representatives, May 2025. The tool opens at the national median; if you know your own pay, enter it in the tool.
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Method 1.3, published 28 September 2026. How this is calculated
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$841K cash + $446K capacity. 70 of 70 departures refilled. This is today's cost; only part of it is recoverable.