CCaaS (Contact Center as a Service)

Call Screening: How It Works, Benefits & Best Practices

Businesses are afflicted with unwanted and spam calls as much as personal phone numbers. While it is troubling in a personal capacity to receive irrelevant calls when you’re busy, it is much worse for a business.

You may lose valuable time and miss important calls while trying to avoid spam. This is where call screening comes in.

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In this article, we’ll cover what call screening is, how it works, its benefits, and the best practices of a phone call screening service. Read on to learn more!

What Is Call Screening?

Call screening is the process of identifying an incoming caller. It helps you prioritize calls and decide whether you want to respond to the call and, if yes, how best to respond.

Call screening software aids in caller identification by providing their name, phone number, and other details such as location. It also gives spam warnings before you receive the call.

In a contact center, a call screening service helps agents decide whether they should pick up a call, reject it, or forward it to someone else. You can also integrate advanced technology like Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) for advanced call screening, automated virtual assistants, and many more features.

How Does Call Screening Work?

Automatic call screening is a VoIP feature that benefits both small and large businesses. It is one step ahead of landline caller IDs, where you can see the telephone number of the caller. However, this feature is not enough to identify spammers and robocalls who call from virtual numbers with multiple connections.

VoIP call screening stores carrier names and phone numbers in CNAM (calling name) database. When you get a call, the number and name are cross-referenced between the caller’s CNAM and the callee’s CNAM to identify the caller’s name.

Most carriers have a cold-calling or telemarketing numbers’ list that marks spam calls and provides warnings to recipients on the incoming call screen. If the caller is identified as a reported scammer or spammer, the recipient gets a message with the caller ID, and they can choose to ignore the call.

Benefits of a Call Screening Service

When you screen your calls, you can avail several benefits that boost customer service productivity. Some of them are:

  • Increased customer retention rates
  • Quicker resolution process
  • Saving time for employees
  • Automatic missed call screen and number storage
  • Reduced call center abandonment rates
  • Fewer missed calls and spam calls
  • Boost in security and privacy
  • Better internal communication and agent availability
  • No need to Google phone numbers
  • Option to block unwanted numbers
  • Self-service system and audio prompt
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Best Practices of Call Screening

To achieve all benefits in an optimal way, you should implement the best practices of call screening service.

  • Get robust CRM integration for access to customer data.
  • Distribute call paths evenly to share the load.
  • Implement voicemail notifications for missed calls.
  • Add customer self-service options, preconfigured call paths, and an IVR system with call routing.
  • Offer omnichannel support to reduce call volume.
  • Have customer call scripts in place.
  • Set an escalation path for urgent issues.

Conclusion

Call screening is a feature that your business phone system cannot do without. To leverage the best and most advanced AI-enabled cloud phone features for your business, choose JustCall for your contact center needs.

FAQs

How does call screening work?

Call screening uses CNAM to connect the data from the caller and callee’s carriers to identify the name and phone number of the caller. It also gives spam and scam warnings if those numbers have been reported earlier.

What is the importance of screening a call?

Using a call screen helps you find out who the caller is and how important it is to receive the call. This allows you to save time, prioritize communication, and improve your customer service metrics.

Vijaya heads the Global Support team at JustCall, where he has played a pivotal role in expanding the support team and diversifying its channels and services. Under his guidance, the team consistently earns top customer satisfaction scores. With a passion for team-building, Vijaya is committed to empowering his staff to deliver unparalleled customer experiences. In addition to his managerial responsibilities, he is a certified Leadership Coach, specializing in helping leaders overcome their unique challenges to achieve success.

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