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Call data/cost: Imagine a company that receives one million phone calls annually, with an overall AHT (average handle time) of six minutes. That's six million minutes of talk time. Their annual staff budget is $3 million with a cost per minute of $0.50.

DCS opportunities: The percentage of customers who could have resolved their issue in self-service is about 50 percent. The percentage within that group of people who were near a screen at the moment of their call is 80 percent (remember, when a customer is calling from a smartphone they are already on a screen!)

This means about 40 percent of total annual call minutes could be influenced if they were transformed into a DCS experience. That's 2.4 million “influenceable minutes.”

DCS OnScreen benefits: On average, a DCS interaction goes about one-third faster – because the customer and the agent are looking at the same exact thing, and the agent can show the customer where to find things on their own screen.

That's 800,000 minutes saved, or a savings of $400,000.

[And here comes the part where this formula starts to sound like a late-night infomercial … because … WAIT, there's still more!]

Now calculate the percentage of live phone minutes that could be eliminated with OnScreen Automation, situations in which bots could handle low-complexity issues and no live assistance is required. Most companies are reporting an average of about one out of five calls can be handled easily by bots – while still creating an excellent experience for the customer. That's another 1.2 million minutes (20 percent of the total 6M minutes of call time) that are no longer necessary, or a savings of $600,000.

$400k + $600k = $1,000,000 or one-third of the total staff budget now freed up.

And that's just “present ROI.” One other future-looking consideration (a “glorious ancillary benefit”) is the reduction of live phone volume going forward, as customers become more confident in their ability to resolve certain issues entirely in self-service. This could also lead to significant savings over time.

On average – companies that have transformed to DCS are realizing cost savings of at least 25–30 percent, while also increasing CSAT and NPS an average of 15–20 percent. That's the sweet spot. Any strategy that puts you at the intersection of operational efficiency and improved customer experience – is where you want to pitch your tent.