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”).