The Ultimate Guide to Call Screening

Introduction

We all have some or the other security and gatekeeper who takes care of our house or workplace. Similarly, we have a virtual gatekeeper to filter incoming calls for business that only disturbs you from picking up essential calls. 

Yes, this is important. How is it?

Imagine you’re in a crucial meeting with your client or team. Your phone rings, and you might think who it may be. When you pick up the call, your meeting is already disturbed, and the moment is gone!

Multiple businesses run on countless unwanted calls daily, so they have a higher chance of wasting their time picking up unwanted calls. 

28% of the 46.75 billion unknown calls analyzed were identified as spam or fraud, marking an increase from 24% in 2022. Here, call screening software changes the game that lets you; 

• Identify callers
• Block spam calls 
• Prioritise essential conversations

In this blog, we will uncover the meaning of call screening. From what a call screening means, benefits, best practices, future trends, and how the best tool, like Emitrr, helps with the powerful solution of call screening. 

What Is Call-Screening Technology And Its Evolution?

The call screening definition is simple. 

When your phone rings, you won’t know who is on the other end. It can be anyone: a high-value customer, routine inquiry, customer support, pesky telemarketer, etc. Without the call screening technology, you’d always be left guessing or wasting time picking up calls. 

Call screen technology solves this problem and saves time, as it is the first defense against irrelevant and unwanted spam calls. It has the capability of providing information to callers like; 

• Name
• Contact number
• Intent of the caller (before you pick up)

It makes it so simple for you, just like a spam folder in our email inbox. 

How Did Call Screening Evolve?

Call screening is not a new technology, but it has undoubtedly become more intelligent, which seems new to us; let’s understand how it has become more brilliant over time. Earlier, one could set up call screening on your landline for better call control, but it had its limitations.

To define call screening in short, it is knowing prior to who is calling you!

Caller ID

In the early days, there were caller IDs, the first form of call screening. Before picking up the call, we could see who was calling with their name and contact number. Indeed, it has its limitations, and due to this, various questions arose, such as what if the number was unfamiliar to us or spoofed? Ultimately, it was a waste of time!

Block Lists and Whitelist

After the landline telephones at our house, there was a widespread use of mobile phones, a convenient option for everyone to use even when they were out of their house. The call screening that came with the mobile phones was a feature of blocking and allowing contacts. Users can easily block unwanted numbers, ensuring only trusted callers can get through. 

Community-Driven Screening

Users could share the information or block spam, unwanted sales calls through online databases. This was done through community-driven platforms that identified and blocked the suspicious caller. 

The AI and Machine Learning Era

Here is the most brilliant move in the evolution of call screening. The integration of AI and machine learning. As easy as it can get, it is considered the turning point in call screening technology. It has advanced identification capability by analyzing the calling patterns and detecting robocalls and spam calls in real time. The outcome was more innovative, faster, and more accurate results in call screening that prevented threats.

Third-Party Apps and Cloud Solutions

Third-party applications and cloud solutions then evolved with the demand in the market. It provided multiple features like real-time alerts and user-generated feedback. Cloud solutions offer features like overall call management for business systems, blocklist types, detailed analytics on call patterns, and customized solutions according to business needs. 

Why Do You Need Call-Screening Technology?

Without call screening, businesses face major pain points, and by knowing all those points, you’ll then know what call screening means to your business and why it’s so important!

• Lost Productivity: Imagine wasting hours on spam or irrelevant calls every week.
• Missed Opportunities: Ignoring calls out of caution might mean losing high-value customers.
• Poor Customer Experience: Delayed responses or misrouted calls can frustrate customers.

This is where an innovative software solution like Emitrr steps in. Emitrr doesn’t just screen calls; it empowers businesses to take control of their communication. With real-time caller identification, spam filtering, and intelligent call routing, Emitrr ensures that every call is handled correctly.

A Simple Example to Explain It All

You are running a small dental clinic in your city and are open to taking appointments over the phone. With screening phone calls technology, you can figure out who is calling. With the guesswork, you’ll pick up unwanted calls or sometimes lose the patient’s important call, leading to a problem.

With Emitrr, you’d instantly know who’s calling, whether a patient or just a random spam caller. It’ll help you to filter out unwanted calls and even route customer inquiries to the right team member. 

In short, phone call screening technology has evolved into a must-have tool for modern businesses. With Emitrr, it’s easier than ever to stay ahead because it truly screens the phone calls that your business ever needs.

How Does Call Screening Work?

Call screening ensures you save time picking up unwanted calls; we get this technology, but how does it work? 

Let’s break it down step-by-step and learn how to screen a call using advanced phone features and how to set up call screening.

Step 1: Receiving the Caller’s Number

When a call comes in, your phone system captures the inbound number and the call. This is the foundation for identifying the caller and determining how to handle the interaction. Setting up call screening is the most convenient way to avoid wasting time on unwanted calls, so it is most important to know what a call screen means to businesses.

Step 2: Identifying the Caller’s Name

The system then checks the number against a calling name, also known as the CNAM database, to find the associated name that can be matched. If it matches, then it will display the particular name. 

For instance, if the number belongs to John from the office, you’ll instantly know it is a work call from the office, not a spam one. 

The system checks the number against a Calling Name (CNAM) database to find the associated name. If it’s a match, the name is displayed. If it’s a match, the name is displayed. Using Batch Append, you can efficiently look up multiple numbers at once to retrieve their associated names.

Step 3: Prompting for the Caller’s Name

If the CNAM is unidentified, the incoming call screening system asks the caller for their name. This ensures that no fake groups are getting you through calls. This is mainly from the unlisted number. When a customer calls from an unlisted number, the call screening feature plays a polite message that says, “Give your name after a beep.” When the caller tells their name, it plays their name before connecting.

This ensures that no spam calls are attended to.

Step 4: Checking for Spam or Robocalls

The phone system scans the spam or robocalls from the database to see if the number is valid or invalid. The system can block or warn the number if it’s a spam caller. There are a few spam contact numbers, for example, +98765″3210; the system will recognize it as a flagged robocall number from a scam database. 

Instead of ringing, the call is auto-blocked, saving you the hassle.

Step 5: Automated Responses

One can set automated responses by choosing from the pre-set actions without getting involved directly with the person calling or disrupting important schedules of the day, such as team meetings, lunch breaks, or a holiday. 

A client may call during your lunch hours or during an important meeting, where you can simply put a message saying, “We’re currently unavailable and will get back as soon as possible.” This ensures that critical callers are kept from thinking you are not getting back to them.

Step 6: Forwarding to Live Agents

If the caller passes all filters, the call gets redirected to the right person responsible for interacting with the caller. The agent can see the caller’s name, number, and purpose on their screen to prepare them for the call in real time.

Key Features Of Call Screening Systems

Before choosing any call screening solution, tool, or platform for your business, it is crucial to know the features that should be included. These tools are not just responsible for blocking unwanted calls, but it does a lot more. Streamlining the workflows to improve efficiencies in the business also boosts the customer experience. 

Let’s understand the importance of “must-have” features!

1. Real-Time Caller Identification

Only use a call screening solution with the real-time caller identification feature. Before you answer, this feature will provide the essential details such as name and contact number. It will identify the contact from the caller ID system databases and validate it. 

Why is this feature essential?

Imagine you receive a call without knowing who is on the other end, and it wastes your time. Still, with this feature, you can instantly see whether it is your top-tier client, an employee from the office, a family member, or a salesperson and marketer. Moreover, it prevents you from wasting time on calls, letting you prioritize the calls that matter the most.

2. Spam and Robocall Detection

Databases and AI algorithms would be working alongside spam detection. Those databases would tag the spam numbers and eliminate the robocalls.

Why is this feature essential?

You’re managing multiple tasks, and a spam call disrupts your focus. With spam detection, your system intercepts these calls before they reach you, saving time and protecting your productivity.

3. Custom Call Routing

This feature allows the business to determine precisely how calls are handled based on predefined rules. Calls can be routed to specific departments or even sent to voicemail, blocked altogether.

Why is this feature essential?

Imagine a customer calling to ask about their bill. Custom routing ensures they get routed automatically to the accounts team, whereby they would be attended to faster and more effectively.

4. Whisper Announcements

This calls out the caller’s name or purpose before connecting to the called party; it is like a heads-up for an answering agent.

Why is this feature essential?

Think of a named take call by a VIP customer. Whisper announcements will enable the agent to take a call and ensure the conversation is smooth and personalized.

5. Voicemail Screening and Transcription

Voicemail screening allows for previewing messages, while voicemail transcription lets you convert voicemails to text forms to scan the content immediately.

Why is this feature essential?

Try to imagine this. So you are in a meeting and missed a call; instead of listening to your voicemail, you simply read a transcription and decide to listen to it immediately.

Here’s a quick video on 3 essential things to know about voicemail transcription!

6. Blocklists and Allowlists

Blocklists will block unwanted numbers, and allowlists will allow your essential contacts to reach you.

Why is this feature essential?

Imagine blocking persistent robocalls, but your repeat customers always get a relaxed tone. This feature gives you complete control over who gets through.

7. IVR (Interactive Voice Response) Integration

IVR enables callers to browse different options and helps route the calls themselves toward the required person or department.

Why is this feature essential?

Suppose your support line is receiving a considerable number of inquiries. With IVR, customers can choose “Press 1 for Sales” or “Press 2 for Support,” reducing manual routing and saving your team time.

8. Call Recording

The call recording feature records incoming calls for subsequent playback for training purposes, quality assurance, and records.

Why is this feature essential?

Suppose the customer calls up to deny something said over the call. More than likely, a recording will sort it out.

9. Personalized Messages

This feature allows you to set personalized messages for your callers, such as after-hours notifications or holiday greetings. 

Why is this feature essential?

Customer Called Off-Hours, and then Receives: “Thank you for calling. Our company is closed, and no one will return your call tomorrow.” Custom messages with customers are professional and keep them informed. 

10. Analytics and Reporting

Advanced call analytics in call-screening services include monitoring the volumes and frequencies of spam and agents’ behavior. 

Why is this feature essential?

Imagine having insights like “Spam calls are down 40% this month” or “Peak customer call times are between 3 PM and 5 PM.” Analytics can help smooth out workflows and improve service quality

Benefits Of Call Screening In Business

By now, we know how call screening is so important. It offers various advantages for businesses that improve efficiency, customer satisfaction, and overall communication management. To keep it short, a call screening service helps identify and manage unwanted calls.

Here are some key benefits that you should know about;

1. Saves Time and Boosts Productivity

• Spam, robocalls, and irrelevant inquiry calls are away from you and are automatically filtered so that you can focus on important tasks without any disruption.
• It automatically routes calls to the correct and relevant department, so no time and effort is wasted. In a way, Automatic call screening filters calls without manual intervention.

2. Prioritizes Important Calls

• It can identify the high-priority callers, such as topmost clients and urgent customer queries, ensuring they are addressed in real-time. 
• Reduces the risk of missing out on essential opportunities and gets your work done instantly.

3. Improves Customer Experience

• One of the best solutions it provides is that it allows for an effortless customer experience where customers feel informed and valued. With the help of preset and customized messages, customers can learn about the company’s status to raise their expectations to that level. 
• Eventually, it minimizes the frustration caused by the long waiting times and misdirected calls.

4. Enhances Team Efficiency

• Automatically screens and routes calls to available team members, balancing workloads.
• Provides caller details in advance, enabling agents to prepare for interactions and respond more effectively.

5. Reduces Interruptions and Distractions

• This saves from spammers reaching office employees, and one gets a distraction-free, centered workplace.
• This enables voicemail screening and transcription for non-urgent matters, letting teams prioritize tasks.

6. Increases Security and Reduces Fraud

• It disregards spam calls as numbers are cross-checked against spam databases.
• It safeguards confidential business communication against phishing attempts or fraudsters.

7. Supports After-Hours and Remote Operations

• Automatically sends calls to voicemail or alternative numbers at non-business hours.
• It promotes smooth communication with VoIP for remote teams through customizable routing and call-handling rules.

8. Provides Data and Insights

• It generates detailed reports regarding call volumes, patterns, and spam activity to help optimize communication strategies.
• It helps identify peak calling times, ensuring better staffing and resource allocation.

9. Personalizes Caller Interactions

• Caller ID and whisper announcements let the agents greet the customers by name, personalizing their responses.
• Customizable IVR menus improve callers’ ease of usage in some countries.

10. Improves Brand Reputation

• A professional and efficient call-handling process gives the customer or client a good impression.
• All of these communications reflect a commitment of corporate organizations toward quality and reliability.

Challenges For Call Screening And How To Overcome Them?

1. Legitimate calls get mis-blocked

The problem is that sometimes a valid call may get marked as spam, which creates issues regarding missed opportunities or angry clients.

Solution:

• Use advanced call screening solutions that contain reliable databases.
• Implement an allowlist feature that allows only known contacts.
• There is monitoring of blocked calls and updating the rules accordingly.

2. Dealing with Peak Calls

Challenge: Sorting and prioritizing thousands of daily calls is overwhelming for organizations that receive that number daily.

Solution:

• Using a goal or urgency can be practical for automated call routing.
• Integrate the IVR system to control calls through interactive voice response without human intervention.

3. Poor Spam Detection

At least basic call screening systems have already become inadequate for keeping up with spammers’ ever-changing tactics to breach their filters.

Solution:

• Invest in AI-driven call-screening tools that learn and evolve with time to recognize new spam patterns.
• It utilizes real-time spam databases for timely identification.

4. Low accuracy in caller identification

Problem: The system can be troublesome during proper identification in cases of uncertainty, resulting in confusion or unnecessary delay.

Solution:

• Choose a call screening application that accesses extensive CNAM databases. Use features such as caller prompts for name identification when the identifier is unclear.

5. Advanced System Configuration

Implementing a call screening system can be challenging, mainly for smaller businesses with scarce resources.

Solution:

• Use a user-friendly site, preferably with a guided setup like Emitrr.
• Recruit service providers who will provide support for onboarding and training employees.

Future Trends In Call Screening

Call screening is one of the most wanted features and solutions needed in any business size, may it be small or large. Let’s understand the future trends in call screening that we will be seeing in the coming years. 

• AI-Powered Screening: 

Such uses sophisticated AI algorithms, which further enhance the probability of correctly identifying calls coming from fraudsters or spam callers.

• Voice Biometrics: 

Voice verification software that authenticates calls and makes systems more secure.

• Real-Time Threat Analysis: 

Dynamic databases update in real-time to block newly identified spam and scam calls immediately.

• Personalized call handling: 

It is personalized screening settings that follow the preference and call history of every user.

• Multi-Channel Screening: 

Single-level screening for calls, texts, and other forms of communications to protect the organization from end-to-end.

• Integration with Smarter Devices: 

Compatibility with a smartphone, virtual assistant, and IoT devices for screening of calls.

• Privacy-Focused Features: 

More emphasis on protecting user data and ensuring compliance with privacy regulations.

• Crowd-Sourced Reporting Improvement: 

Improvement of user-driven feedback systems that can make spam and fraud reporting tools more effective.

• Advanced VoIP Screening: 

Specialized solutions to tackle spam calls over VoIP systems as their adoption increases.

• Proactive blocking with predictive analytics: 

It uses predictive analytics to block calls before they reach the user.

Why Do Customers Choose Emitrr For Call Screening?

With smart features and an easy-to-use dashboard, Emitrr helps your team save time and keeps your customers happy.

Here’s what makes Emitrr stand out:

• Stay Connected Anywhere: Use Emitrr’s cloud phone system on your desktop or app. Make and take calls from anywhere—no need to be tied to a desk.
• Easy Team Communication: Quickly reach your teammates with direct dial extensions, keeping everyone in sync.
• Smart Call Handling: Impress your customers with advanced features like call routing, call queues, extensions, and easy call transfers.
• Record and Improve: Record calls, take notes, and track call quality to make sure your service keeps getting better.
• More Than Just Calls: Combine phone calls with texting, group chats, web chat, and automation to manage all your customer communication in one place.
• Never Miss a Call: If you miss a call, Emitrr automatically sends a text to the customer so you don’t lose touch.
• Texting Made Easy: Customers can reply to your marketing texts, and their responses go straight to your inbox so you can follow up right away.
• Track Call Performance: See reports for incoming, outgoing, and missed calls by day, week, or month to keep track of how you’re doing.
• See Team Stats: Check metrics like total answered calls and average call duration to understand and improve your team’s performance.

Emitrr saves time, improves team productivity, and helps you get more leads with its simple, smart features. 

Key Features of Emitrr VOIP

• Call forwarding: Call forwarding helps redirect an incoming call to another extension or device.
• Users & extensions: Add, remove, assign, or edit extensions and determine the call-forwarding behavior of different users. 
• Call recording: Record phone calls for quality checks and adherence purposes.
• Toll-free numbers: Let your customers call you for free.
• Call disposition: Label calls and add tags as per the call’s outcome.
• Call pop feature: Access call history and information of the caller during a live call to offer a customized experience with call pop.
• IVR menu customization: Create your custom IVR menu with options to delete, edit, etc., as per your business needs. 
• Missed call text: Send automated text SMS to callers whose calls go unanswered.
• Mobile & Desktop app: Access your small business phone system on your desktop, mobile, laptop, etc., for greater flexibility.  
• Multi-location management: Manage and track the performance of your small business operations across multiple locations. 
• Simultaneous & sequential calls: Determine if the calls should go to your team in a sequence or simultaneously. 
• CRM integration: Integrate with your existing CRM software to access caller information faster. 
• Set maximum caller wait time in queue: Set the maximum time callers need to wait for an available member.
• AI feature (Upcoming): Emitrr is also currently building AI features that will come in handy in improving call communication. 
• Voicemail to text: Convert voice calls into text to save time.

Other communication features

• Two way texting
• Group texting
• Inbox management
• Message transfer and more

What Makes Emitrr Stand Out?

Seamless Communication: Emitrr integrates directly with CRM/EHR/EMR/PMS, allowing you to call, text, and manage workflows all in one place without leaving the CRM. This streamlined approach enhances team efficiency and reduces time spent toggling between different software.

Enhanced Collaboration: During live calls, team members can access key information like caller details, tickets, deals, and lifecycle stages, ensuring they’re always equipped with the context needed to provide personalized and effective customer service.

AI-Powered Contact Center: Emitrr offers an intelligent contact centre solution with features like IVR (Interactive Voice Response), call routing, power dialling, workflow integrations, and an AI receptionist that can handle routine inquiries, book appointments, and guide callers efficiently. These features optimize operations and ensure a smooth, high-performing communication experience. 

Watch how Emitrr’s AI agent Sarah helps:

Fully Scalable Solution: Whether you’re handling 50 or 500+ calls per day, Emitrr scales with your business. Power dialling and dynamic list building ensure your sales team can efficiently manage high volumes of calls without compromising quality.

Compliance-Centric Design: Emitrr ensures that your SMS campaigns are fully compliant with regulations like 10DLC, so you can confidently engage with customers while adhering to legal requirements.

Omnichannel Communication: Emitrr supports mobile, desktop, and click-to-call apps, enabling your team members to engage with customers seamlessly across all devices, improving collaboration and communication consistency.

Friendly Interface: This is said to be a friendly site because its interface is user-friendly, whereby people can easily navigate within it. New users can easily navigate through multiple features of the Emitrr and run the business efficiently. 

Responsive Customer Support: The customer service team of Emitrr is very responsive, with excellent responses, making them address queries at a rapid pace. 

Frequently Asked Questions

Conclusion

Call screening is one of the best features because it eliminates unwanted calls in the business which can save your time from unwanted efforts in picking up the sales or spam calls. 

In this case, you might get confused in choosing the right solution. It stands out as the reliable partner for your business that streamlines call screening and boosts overall customer interactions. With the automation and personalized touch, it can also enhance the customer experience. 

Discover how Emitrr can elevate your business communication today—start simplifying your interactions right away!