What is agent engagement worth in your centre?
Put in your own numbers. The two levers Arena pulls are attrition and handle time; the defaults below are deliberately conservative, and every one of them is yours to change. The result is first-year, after Arena's subscription and the stack's own AWS cost.
$0
net return per agent per year
0
fewer agents to replace per year
Attrition savings$0
Productivity, as capacity freed$0
Gross benefit$0
Arena subscription, after the 30-day trial$0
Stack's own AWS resources$0
Net, first year$0
How the arithmetic works
- Attrition savings = agents × attrition rate × attrition reduction × cost to replace one agent. With the defaults: 100 × 35% × 15% × $12,000.
- Productivity = agents × fully loaded cost × productivity gain. A 3% gain across 100 agents is three agents' worth of capacity you do not have to hire. If you would not redeploy it, set it to zero.
- Arena subscription = agents × working days × 11 months × $0.75, since the first 30 days are free for up to 25 agents a day. Agents with no contacts on a day are not billed, so this is the ceiling.
- Stack cost is the AWS resources Arena runs on in your account, about $15 a month for a 500-agent centre. $180 a year is used here.
- Not counted: supervisor time saved by flags and suggested challenges, the effect of coaching with before-and-after results on evaluation scores, customer sentiment, or anything you cannot put a number on. The calculator is meant to be beaten, not believed.
Where the defaults come from: replacing a contact centre agent is widely estimated at $10,000 to $20,000 once recruiting, training and the months to full productivity are counted, and annual attrition of 30 to 45 percent is typical. The 15 percent attrition reduction and 3 percent productivity gain are at the low end of what published recognition and gamification programmes report. Your own numbers are better than anyone's averages.