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 pops generally use information about the number dialed by the customer (the DNIS) as well as information associated with the caller (the ANI). Call pops can also use information collected from the customer in response to IVR prompts.
The DNIS typically is associated with a call center campaign or program. (find out what DNIS stands for). For example, if you call the 800 number associated with United Airline's customer service number, when the United agent answers the call, they know that you are calling the customer service number.
If you interact with the United Air IVR, you may have selected the option to change an existing flight. In that situation, the call pop for the agent may indicate to the agent that you are calling about a customer service question and that you want to change an existing flight.
Even further, if the number you are calling from (your “ANI“) is in the United customer database, the call pop for the agent may include your name and other information (such as your flight details).
Call pops are powerful tools that should be used by call centers of all types. Call pops (or screen pops) reduce average handle time and improve the first call resolution.
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