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call center data dip
Home » Data Dip

Data Dip

posted on April 16, 2022

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 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”).


Related Definitions:

  1. Abandoned Calls Abandoned calls are calls that were answered by the phone system (such as the ACD) but never reached a call center agent because the caller either hung up (usually due to a long wait), the caller was interrupted, or the caller realized he/she misdialed and arrived at the wrong number. A high number of abandoned calls can […]…
  2. Call Pop A call pop (also known as a “screen pop”) is a way for a call center to present information about a call to an agent in conjunction with the arrival of an inbound call. A call pop can also be used to present a script or a CRM record to the call center agent. Call […]…

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