A “data dip” is a database lookup that is performed when an inbound phone call arrives at an ACD. Contact centers use data dips to look up information associated with the caller in order to better handle the call.
Data dips generally use information associated with the phone number of the caller (the DNIS of the caller) to look up information.
Data dips can be used for a number of purposes. Here are a few examples:
- To grab customer data. A data dip may be performed to look up information from a CRM or some other customer database. This customer data can then be presented to the agent using a call or screen pop.
- To dial a list of phone numbers. Data dips (or lookups) are often used in outbound dialer applications to retrieve the next phone number(s) to dial.
- To profile a caller. Data dips frequently are used to look up demographic data about callers. This demographic or profile data can help the call center handle the call in a more personal way.
- To save your number. If your call gets disconnected, a data dip that saved your phone number in a database may be used to call you back.
Different call center platforms perform data dips in different ways. Check your provider's user manual for instructions (the instructions may be under “data lookups” or “data dips”). Here are some example approaches used by different platforms.
- The open source Vicidial dialer uses data dips or lookups by requiring you to upload a list into a database associated with the platform. The list can include phone numbers, customer information, list information, etc. Once uploaded, a list can be accessed by the dialer to make automated outbound calls. The list can also be accessed when inbound calls are received to append information (by matching an inbound caller ID with a record from the list).
- The 8×8 Cloud Call center platform has a specific “data dip” setting that allows an IVR to retrieve data from a flat file or database. One example use case discussed by 8×8 is to allow a customer to enter their account number while in an IVR. The account number is retrieved using a data dip from a stored record.
The most common data item to use as the lookup in a call center data dip is the customer's phone number. On inbound calls, the caller ID (or calling number) is generally available and can be used to perform a data dip in an IVR or call queue before the call is delivered to an agent. On outbound calls, the phone number to be called is known and the outbound caller ID can be used to append additional information via a data dip for presentation to the agent.