No one expects robocalls, spam calls, and telemarketer calls. Over the past few years, many companies that have relied on spam calls have been able to call more people than ever before, much to the dismay of many. Sometimes spam callers rely on trickery to try and get you to answer the phone. By calling from a local phone number, they’re trying to trick you into thinking you’re getting a call from someone in your area. That’s why automatic call screening is popular.
With call screening, you can basically decide if a call is worth answering by listening to your voicemail or checking the caller ID. Call screening is now one of the most important VoIP telephony features owned by enterprises and small businesses. It makes it easy to instantly identify priority customers, filter out annoying spam calls, and increase overall productivity levels. But what exactly is call screening, how does it work, and what advantages does it have? In this article, the three questions will be well explained.
What is Call Screening?
Call screening is the practice of identifying incoming calls and then using that information to help “receiver-to-be” decide what action to take. It is the process of identifying the caller and thus determining how best to respond to that particular call. Caller identification is the most familiar part of the calling screen process, providing the caller’s name, phone number, and sometimes the caller’s geographic location. Caller ID also lets you know when a potential spam caller is online.
At its most basic level, call screening lets an agent decide whether to answer, reject, forward to another representative or department, or have the call go to voicemail. But what happens when the call comes from another business phone line or a multi-occupied residence? How does your agent know which family member or specific employee of the company is calling? After all, your agents may see people from outside businesses or even internal departments within your own company as high-priority callers but are less likely to speak to low-priority callers in the same location. This is where Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) come into play.
Advanced Call Screening connects callers to an automated virtual operator, asking them to say their name and if needed, the main reason for the call. This way, the agent can know exactly who is on the other line and decide what action to take.
Based on their identity and responses, agents can use call routing to route callers to agents who are more qualified or less busy than they are. Whether the original agent picks up the call or forwards it to another team member, the caller will be connected to the best agent to help them with the problem at hand, and your team’s productivity won’t be affected by lower-priority business calls.
How does Call Screening Work?
The growing reliance on VoIP telephony and the dramatic increase in the number of providers and carriers available has changed the way call screening services work. If someone dials in from a landline, the phone number is registered to a specific phone line. For those connecting using SIP or PRI, the phone system can control specific phone numbers displayed on the Caller ID screen. But finding the phone number to call your business isn’t a tricky business – instead, it’s important to understand how these systems identify the caller’s name.
The CNAM (“Calling Name”) database stores operator names and account holders’ phone numbers. Whenever an incoming or outgoing call is made, the caller’s name and number are cross-referenced between the caller’s CNAM service and the callee’s operator’s CNAM database. Each receiving operator runs these incoming calls through a calling name (CNAM) database to associate the phone number with the name of the person who owns the phone number.
Benefits of Call Screening
Call screening capabilities allow agents to prioritize calls based on the severity of the problem at hand and the importance of the customer. For example, call blocking can save you from harassing callers, survey companies, or telemarketers. Or maybe you don’t want to answer the phone, and if you have a meeting in a few minutes, you know it will take a while. Sending all external calls to voicemail ensures you have the data and information callers are looking for, so you don’t waste time scrambling to find answers. This can help you be more productive and let you focus on your time and calls. Other benefits of screening calls include:
- Automatically store missed call numbers
- Reduce call center abandonment rates
- Fewer missed calls
- Increase privacy and security
- Improve internal communication
- Customer Self-Service Capability
- Fewer spam calls
- Increased proxy availability when compatible with Android phones or iPhone mobile apps