Today, many businesses, including small businesses and large enterprises, are using VoIP phone systems to manage their communication process. VoIP Voice-over-internet-protocol systems come with various unique features that help in maintaining a smooth flow of communication. One such important feature is the call screening feature. This VoIP feature helps filter out spam calls and allows businesses to instantly identify important calls, thus helping in enhancing overall productivity levels. These features also help businesses manage their time and resources while improving the customers’ experiences via prompt responses or seamless call routing.
What do you understand by call screening?
In simple words, it is a process of identifying an incoming caller. When businesses can identify a caller before picking up the call, they can respond to that particular call in the best possible manner. The identification of the caller is the key part of the call screen process that provides details like-
- Caller’s name
- Phone number
- Caller’s geographical location
It also lets the users know whenever a spam caller is on the line. The call screen process allows agents to decide whether they want to answer the call or not. If not, then they can simply reject it. They can also use various other options based on the incoming caller’s identity. For instance, they can forward the incoming call to the most appropriate agent or department or let it go to voicemail.
When an incoming call comes from another business phone line or from a place multiple people live, it might become difficult for the businesses to identify the caller’s identity. In such a case, the use of ACD (Automatic Call Distribution) and IVR (Interactive Voice Response) comes into the picture. Advanced call screen process helps agents in easy and smooth management of incoming calls. Before connecting the callers directly to the agents, the call screen process connects callers to an automated virtual attendant. This virtual attendant asks callers their details like name and their query or the reason for their call. This helps agents determine exactly who is calling on the other line and decide what action they would like to take.
How does the call screen feature work?
In the past few years, VoIP phone systems have gained a lot of acceptance. Several businesses are using this system today. The increased usage of VoIP phones has increased the number of VoIP service providers. All these changes have greatly changed the way a call screening service works.
To identify the name of the caller, VoIP systems use CNAM (Calling Name) databases. These databases store the carrier names and phone numbers of the account holders. The receiving carrier runs these incoming calls via a calling name (CNAM) database to link phone numbers with the registered person’s name whenever a call is made.
When the agents get an incoming call, they can easily determine the caller’s identity with the help of the call screen system. They can either answer the call, reject it, or route the call to a more qualified representative using the advanced screening system. Whether the caller is attended by the initial agent or another team member, he/she can be assured of superior customer experience as their issues will be handled and solved by the qualified representatives in the least possible time. This way the overall productivity of the entire team will not get impacted negatively by lower priority business phone calls.
Call screening features
Here is the list of some of the key call screen features to look for:
- Call routing: One of the most important features of the call screen process is call routing. Routing helps to connect an incoming caller to the most qualified representative or department without the need to put them on hold for long. When a caller makes a call, they get connected to a virtual assistant. This virtual assistant presents them with various menu options to select from. Based on the option selected, the system routes the call to the appropriate destination.
- Remote call forwarding: Since most businesses allow their staff to work remotely, they found the remote call forwarding feature very useful for their business. The feature allows businesses to connect the incoming calls to the most suitable agents by forwarding the calls to a phone number other than the agent’s official desk phone. This way, the feature helps resolve the customer’s issues immediately in the best possible manner and increases their satisfaction level.
- Call blocking: Another useful feature of the call screen process is call blocking. As the name suggests, this feature allows agents to prevent incoming calls from particular phone numbers, zip codes, or area codes. The call blocking feature works well with a landline phone, desktop computer, mobile phones, and Google Pixel phones.
- Do Not Disturb (DND): The feature is useful when an agent doesn’t wish to receive incoming calls for a particular time, say for some hours, days, or weeks. It doesn’t mean that they are blocking the incoming calls. The feature just helps to forward the incoming calls to another predefined destination, voicemail, or some other agent until the DND feature is activated. When the agent is available to take the calls, they can simply turn off the DND feature.
In all, call screening is an important VoIP feature that allows agents to prioritize incoming calls based on the importance and severity of the issue. The feature is very helpful in enhancing the customer experience and overall productivity of a business.