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Call Screening: What It Is, How It Works, Its Benefits, and Much More

September 6, 2023
Call Screening: What It Is, How It Works, Its Benefits, and Much More

Navigating the modern world can be challenging, with unknown callers often proving to be a nuisance. While some may provide essential information, others might simply waste your time and even pose potential risks.

Call screening is a useful tool that allows you to filter incoming calls based on specific criteria such as the caller's identity or time of day so that you can focus on important calls without interruption.

In this article, we'll explore what call screening is, how it works, and its benefits. We'll also discuss some of today's best call–screening apps and software.

What is Call Screening?

Call screening is an automatic system that helps identify the callers. In this way, a receiver can figure out who is calling and the purpose of their call. Then, armed with this information, a receiver can decide whether to answer the call. 

This process may involve identifying the caller's name and phone number using caller ID, blocking or redirecting unwanted calls, and connecting the caller to the correct department or teammate.

Call screening is a feature that can be automated or done manually depending on the phone model.

This allows individuals and businesses to protect their privacy, reduce spam calls, and improve communication efficiency.

How Does the Call Screening Process Work?

By utilizing Caller ID and interactive voice response, call screening facilitates the identification of incoming callers so that appropriate action can be taken.

This feature enables calls to be routed to the most suitable agent or department, with features such as call routing, blocking, and remote call forwarding.

Advanced call screening not only identifies priority calls but also enhances productivity levels by cross–referencing caller names and numbers with carrier databases.

Google's Pixel 3 and Pixel 3 XL have a call–screening feature that uses Google Assistant to answer calls, transcribe conversations in real-time, identify telemarketers and robocalls, and allow users to choose from predefined answers to end the call.

This extra layer of convenience is automatically enabled on the handset with no information sent to Google servers – ensuring privacy.

What are the Best Call Screening Features to look for?

Navigating the plethora of call screening features available for phone systems can be daunting. It's crucial, however, to identify which are most essential to filter out unwanted calls and prioritize important ones.

To help you do this, we'll explore some of the best call–screening features you should look for.

Caller ID

Caller ID is the most fundamental way to screen calls. Not only does it give you visibility of the number that's calling, but also any associated name – so, when those important contacts ring in, you'll know who's on the other side. You can then decide whether to pick it up or ignore it completely.

Do Not Disturb

Do Not Disturb is a great call-screening feature that allows you to block incoming calls during specific times or from certain numbers. This ensures your sleep and meetings are not disturbed by unwanted interruptions.

Call Blocking

Call blocking is an advanced call–screening feature that enables you to reject calls from specific numbers or even entire area codes. This can be beneficial in preventing telemarketers, scammers, and other unwelcome contacts such as ex-partners from reaching you.

Call Forwarding

Call forwarding is a convenient call screening feature that allows you to route calls to another number such as your voicemail or any other phone. This comes in handy if you're away from home, or using multiple phones for different purposes. 

Custom Greetings

Custom greetings are a great way to screen calls and provide personalized messages for callers. Let them know you're not available or give specific instructions on how to leave a message. You can even filter out unwanted calls by asking the caller to identify themselves before connecting the call. 

Call routing

Call routing can help to enhance call center service quality by assigning topics or queries based on agents' skill sets, referred to as skill–based routing.

This enables efficient problem resolution; once a caller connects to the support line IVR menu (Interactive Voice Response), they will be presented with a list of options and immediately routed to the relevant agent or department without needing multiple transfers.

Additionally, call routing is also helpful during peak hours by forwarding incoming calls to the least–busy agent – ensuring every customer is attended to as quickly as possible.

What are the Benefits of Call Screening?

Callers are growing ever more impatient in this day and age, making every moment of your agents' time precious.

Unfortunately, call centers face the reality that approximately fifty percent of their time is consumed by dealing with insurance companies, surveyors, or customers voicing complaints – a major drain on resources and productivity.

Consequently, this can leave your support or sales teams lacking time to attend to those requiring assistance.

Call screening is designed to enable agents to concentrate on callers who are crucial to the business by avoiding telemarketers and undesired calls.

Beyond this, there are several other benefits of screening all incoming calls, including:

Avoiding Unwanted Calls

Call screening offers an invaluable service––the ability to dodge calls from telemarketers, spammers, and other undesirables. With this feature, you can reject the call or send it straight to voicemail with a single touch. 

Prioritizing Important Calls

Screening calls allows you to prioritize the essential ones. For instance, if a significant call is anticipated, other calls can be filtered until it arrives, ensuring that no important communication slips through while still allowing for multitasking. 

Protecting Your Privacy

Call screening is a valuable tool for safeguarding your privacy. Unknown numbers can be screened before answering, allowing you to dodge potential scammers and keep personal information out of the hands of uninvited callers. 

Saving Time

Screening calls can be an effective way to save time; quickly deciding which ones to answer and which ones to ignore.

This helps you manage your time more efficiently, allowing you to focus on the tasks that matter most.

Improving Productivity

Finally, call screening can boost your productivity. You won't be disturbed by unimportant calls and will have the opportunity to prioritize essential ones – enabling you to remain focused and achieve more in less time.

Customer Satisfaction

Blocking irritating phone calls has a range of advantages, including improved customer satisfaction and shorter wait times in the call queue.

This enables customers to connect with agents quickly and efficiently, while allowing employees more time to dedicate to each caller – ensuring that their concerns or inquiries are thoroughly addressed.

Less Missed Calls

Make the most of callback and call–forwarding features to reduce missed calls. Not only will this simplify your customers' journey in contacting your support line, but any unanswered calls can be rerouted as soon as an agent is ready to take them. 

What Can I Do to Improve Call Screening Services?

Enhance your customer experience by implementing these top–tier call screening practices:

Prioritize Important Calls

It is essential to prioritize calls when screening them. For instance, those from family members or related to work should be attended to without delay.

Create a Screening Protocol

Construct a screening protocol to determine the necessary information before handling any call, such as the caller's name, the purpose of the call, and other pertinent details.

Use Caller ID

Take advantage of caller ID to identify the caller quickly. If the number is not recognized, consider sending it directly to voicemail or screening further.

Set Boundaries

Inform callers of your availability to ensure expectations are managed and avoid unnecessary disruptions.

Be Polite but Firm

When taking calls, it is important to be courteous yet assertive. Notify callers that you are occupied but will reply promptly. 

Integrate a CRM

A CRM system provides a range of benefits when it comes to call screening, such as individualized rules tailored to your specific needs, giving you greater control and streamlining the process.

For example, you can use CRM to automate call routing based on previous interactions with your organization. Additionally, it provides a detailed history of customer or prospect interactions that can help team members prepare for calls by reviewing previous conversations and notes.

CRMs help businesses better understand the customer's needs and preferences, as well as allow for call screening by tracking and analyzing call data.

This can also inform marketing and sales strategies by identifying customer behavior and preference trends.

How Limephone Can Help You with Call Screening?

LimePhone is a sophisticated virtual office phone system that puts advanced call–screening features at your fingertips. Quickly and easily decide which calls to accept, reject, forward or send straight to voicemail with the click of a button.

Utilizing Automatic Call Distribution (ACD) and Interactive Voice Response (IVR), LimePhone helps identify the caller and redirects them to the most suitable agent for handling their query, increasing overall business productivity.

Additionally, advanced call screening features such as call routing, remote call forwarding, and the ability to decline or block robocalls can help you filter priority clients and avoid spam calls.

This way, you can save time and increase efficiency in your business by using LimePhone's call screening features.

What is Call Screening on a Landline?

When receiving a call on your landline phone, it's essential that you first verify the identity of the caller using call screening. 

It presents callers with several options such as whether to answer the phone or redirect them elsewhere. You can use these various alternatives for identifying unwanted telemarketers and wrong numbers quickly. 

Why is My Business Phone Number Marked as Spam? 

Business numbers get marked as spam because consumers report them as such. To avoid this, businesses can use several strategies, such as monitoring their numbers daily and disputing flags with carriers. 

Another reason may be heavy calling by a call center, which carriers may flag as suspicious. Business owners should call responsibly and maintain a low drop rate to avoid this. 

Registering business numbers with major caller ID reputation registries and verifying new caller IDs can also help. 

Frequently Asked Questions

  • Do callers know I blocked their call?

- When you block a caller on your device, they won't be made aware of it. On attempting to call you, they'll hear either a busy tone, voicemail, or nothing at all; this depends on how your phone's settings are configured.

- However, if desired some third–party call–blocking apps may provide the option to send a message to the blocked caller informing them that their call has been blocked.

  • How does call screening work? 

- By using caller ID technology, you can view a caller's information on your phone screen before deciding whether to answer the call, send it to voicemail, or block them. 

  • Does call screening work on international phone numbers?

- Call screening works on international phone numbers for some VoIP and cellular services. 

- However, it must be noted that Google's call screening feature is only available in 10 countries. It does not require Wi-Fi or mobile data connection and works on the device. Additionally, users can review transcripts of calls later using this feature

  • What are the benefits of call screening? 

- Call screening gives you the power to decide who can reach out to you, eliminates unwelcome intrusions, and provides a secure layer of protection for your privacy. 

  • Can call screening block unwanted calls? 

- Say goodbye to unwanted calls from telemarketers, scammers, and other callers – with call screening, you can easily block them. Create a "block list" or use an automated service that quickly identifies suspicious numbers for instant blocking. 

  • Is call screening available on all phones? 

- Most modern smartphones feature call screening, however certain older models may not. To determine if your device supports this capability, consult your phone's user manual or contact the manufacturer. 


Call screening can help you identify spam calls and scams, as well as screen for telemarketers and robocalls.

This allows you to control your phone calls and avoid unnecessary interruptions. In addition, you can integrate your call screening service with third-party apps to improve capabilities. 

To get the most out of call screening, try a call screening app or service – it can take your phone communication to the next level!



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