How much does it cost to replace a support agent?

Add the recruiting cost, the training cost and the pay for the part of the ramp-up period in which the new agent is not yet productive. With the default inputs that is $3,000 + $2,500 + $6,000 = $11,500, or almost 3 months of pay.

What costs does this calculator leave out?

It leaves out harder-to-measure costs: overtime while the seat is empty, lower CSAT from new agents and time senior agents spend helping them. Your real cost is usually higher than the result, so treat it as a floor.

How can I reduce agent turnover costs?

Shorten ramp-up with better onboarding and a knowledge base, and reduce the number of leavers. If 5 fewer agents leave each year at $11,500 each, you save $57,500, which often pays for a pay review or a career path program.

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Cost of Agent Turnover Calculator

Cost per leaver = recruiting + training + ramp-up months × monthly agent cost × (1 − ramp-up productivity). Annual cost = cost per leaver × leavers per year. With $3,000 recruiting, $2,500 training and 3 months at 50% productivity on a $4,000 monthly cost, each leaver costs $11,500. Twenty leavers a year cost $230,000.

Agents leaving per yearRecruiting cost per hire$Job ads, agency or referral fees, recruiter and interviewer time.Training cost per hire$Trainer time, materials and tools during onboarding.Months to full productivitymonthsFully loaded agent cost per month$Salary plus taxes, benefits and equipment.Average productivity during ramp-up%

Annual cost of turnover

$230,000

Each leaver costs about 2.9 months of an agent's pay. Compare that with the cost of keeping people: a pay review, a clearer career path or better schedules.

Cost per leaver

$11,500

Lost productivity per hire

$6,000

Pay for the share of ramp-up time in which the new agent is not yet productive.

Per leaver = $3,000 + $2,500 + 3 × $4,000 × (1 − 50%) = $11,500
Annual = $11,500 × 20 leavers = $230,000

Frequently asked questions

How much does it cost to replace a support agent?: Add the recruiting cost, the training cost and the pay for the part of the ramp-up period in which the new agent is not yet productive. With the default inputs that is $3,000 + $2,500 + $6,000 = $11,500, or almost 3 months of pay.
What costs does this calculator leave out?: It leaves out harder-to-measure costs: overtime while the seat is empty, lower CSAT from new agents and time senior agents spend helping them. Your real cost is usually higher than the result, so treat it as a floor.
How can I reduce agent turnover costs?: Shorten ramp-up with better onboarding and a knowledge base, and reduce the number of leavers. If 5 fewer agents leave each year at $11,500 each, you save $57,500, which often pays for a pay review or a career path program.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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Abdessamad Ghanem