The Ultimate Guide to Call Screening in 2025

Summary 

Troubled due to suspected spam calls hampering your daily productivity? Call screening can do it for you. Let’s explore how AI-based screening with smart filters can change the way you manage your calls. Consider it to be your modern shield against the chaos of calls. 

Introduction 

Unwanted calls are troubles that have the potential to waste a reasonable amount of time. Furthermore, you are not alone in this. Vast amount of people have been answering calls that are spam. Not only individuals but businesses suffer from this problem too. So what’s the way out? It’s called screening. 

Call screening is not only about avoiding spam calls but also an approach that makes communication better for smooth business operation and client satisfaction. It is just like you set up a filter to help you prioritize only calls that are important with utmost precision. It protects your business from scams and filters out high-priority calls. Therefore, a well-designed screening could help avoid scams and sort potential leads. 

Want to seek more information on call screening? Read till the end. 

What do you mean by call screening? 

It is easier to sort spam calls when you are a sole person but when it comes to a business it becomes a tough task. You are going to receive plenty of calls throughout the day and manually screening calls is a waste of time. So who will do it for you? The answer is AI based call screening. 

Each minute that your staff spends on attending a spam call could harm productivity. You can even hire a staff for this task, but it would be an utter waste of money. Therefore, having an AI voice agent that can even perform screening tasks like Botphonic AI could be a smarter bet. 

Call screening is a way that helps you sort the calls before they arrive at the actual recipient. Traditional machines just used to record calls, but these modern-day tools help you in filtering out calls before they land on your device.

Want to know how call screening works? The call screening process works in different steps: 

• It identifies the caller’s information when a call comes with the help of a database and the caller’s ID. 
• Modern-day call screening solutions filter out spam calls based on your preferences and block them straightforwardly. 
• These AI solutions directly route calls to the most appropriate person and avoid spam calls to the sales team. 
• They can also trigger notifications for essential calls. It will help you know about the calls that are a priority, further avoiding wastage of time on spam calls. 

What are the business challenges that call screening solves? 

Most individuals and businesses prefer to communicate by phone on a daily basis. It is because it provides better assurance, clarity, and efficiency. 

Calls are easy to make. On the other hand, over time, there has been increasing concern about the harm to its privacy. It has been reported that the amount of financial fraud through calls has been growing every year. 

As per a source, India has observed a 101 % rise in digital banking fraud the majority of them being voice scams. And it makes up 40% of the total frauds happening in India. 

Along with this, businesses are also continually facing issues with their revenue due to these unnecessary calls. Hence, the impact of call screening can be vast. 

1. Boosts productivity while saving time

Each and every minute that your employees waste on attending the spam call is valuable. It could hamper your workflow and even lead to delayed projects. Therefore, setting up filters for call screening can save this time.  Your employees could focus on their tasks efficiently without any distractions. Call screening also diverts the call to appropriate agents, curating an unmatched customer experience. 

2. Blocking calls that are spam

The amount of spam calls has been increasing heavily. No matter how many efforts telecom operators make, spam calls have been causing constant trouble. And businesses tend to receive more spam calls than individuals. Hence, it not only causes inconvenience but also leads to delays. It has the potential to expose all crucial data to scammers. Therefore, with the right call screening partner, this could be avoided. 

3. Preventing frauds

As mentioned earlier, fraud has been constantly increasing. And many businesses have reported being victims of these frauds. Cyber experts generally manipulate employees to leak confidential data. Therefore, screening calls can help identify imposters who pretend to be an authorised person. They are easily identified through the CNAM database and prompt. 

4. Saving costs

When you hire a human assistant the costs may surge a lot. It will depend on plenty of factors. Instead if you get an AI powered screening software it could do the task within a small budget. That means your business can get smarter and be light on your budget.  

How to select the appropriate call screening services for your business? 

To make the most out of the call screening software, you have to make the right choice. Evaluating it based on the difference feature is necessary. Here is a list of those: 

• Call routing: Directing the call as per the mentioned criteria is an innovative feature. 
• Remote call forwarding: A feature that can help forward calls to an alternate number. 
• Call blocking: A feature that can sense spam calls and block them. 
• Do not disturb: An option that can help prevent interruption when you are busy. 
• Text-to-speech conversion: A feature that converts written text to speech is helpful.  
• Call back: A return call system when agents are present. 
• Analytics: A tool that captures necessary data from calls. It helps get data about the lead. 

Now you also need some criteria for evaluating the tool: 

• It should easily integrate with the existing CRM tool. 
• It should be scalable with business expansion. 
• It must have a user-friendly interface. 
• Customer support with better training resources. 
• It should have features at a cost-effective price. 

Use Cases based on the Industry. 

Healthcare industry 

In the healthcare industry, it is necessary to route the emergency calls to the right place. While also redirecting inquiry calls to the appropriate department. Hence, call screening can: 

• Filter out urgent matters and common inquiries. 
• Ensure compliance with HIPAA. 
• Lessen the interruption caused due to spam calls. 
• Redirect late emergencies to available physicians. 

Legal Service Providers

The client data confidentiality is a significant concern for law firms. Hence, call screening can: 

• Identify rightful inquiries. 
• Protect the privilege of clients through secure verification. 
• Give priority to calls from the court, pending cases, and clients. 
• Block all unwanted calls. 

E-commerce business 

The number of calls can fluctuate for e-commerce businesses. It could depend on different factors. Call screening can help them by: 

• Dividing calls as per categories. 
• Identifying customers with higher value. 
• Make the most out of customer service. 
• Analyse patterns and route calls accordingly. 

Step-by-step process of call screening by agents such as Botphonic AI

AI-based call recognition and blocking make use of machine language and algorithms to detect malicious behaviours and unidentified patterns. Hence it could help avoid all the unwanted forms of communication. 

Calls that seem to be spam will be automatically blocked as per the database before they even reach the intended person. But how does it perform this task? Let’s understand it. 

1. Detect the incoming calls. 

When the call reaches the interface, an AI screening agent will capture the number and run a check through the CNAM database. As soon as it matches a person, it shows a name. If no name is found, then the call screening will ask you for a name. 

2. Prioritize as per intent. 

The step of identifying the intent of a call through their various activities, like opening emails, visiting websites frequently, and responding to outreach, is helpful. Call screening services do this by assigning points as per intent. Hence, it helps to know about your leads. 

3. Qualifying leads 

Voice bots make it easier to qualify leads. It does so by initially gathering information, asking certain questions and scoring them. Later it will hand you over with all the hot leads. 

4. Automatic responses 

These voice agents can have some automated responses set up. Hence, they can converse with incoming calls initially without interrupting the human task force. It also facilitates easy conversing for customers when a human agent is not present. 

5. Connecting to live agents 

If the caller passes all these steps, then the call screening software will connect to a live agent. All information, including name, number, and details, will be displayed on the agent’s phone to help them prepare for the conversation. 

How does Botphonic AI help in call screening? 

While calling screening could seem to be a high call, it is simpler with Botphonic AI. With just a bunch of the right questions, it will screen the caller’s identity instantly. It would identify if it’s a legitimate call or a spam call and route the call to a human agent if needed. Additionally, voice agents from Botphonic AI are available every time and can pick up plenty of calls at once. The list of questions that the AI voice agent will ask is: 

Questions to pass: 

• What’s your good name? 
• Whom do you represent? 
• How did you get a reference for our services? 

Goals and interests 

• What challenges are you facing? 
• How do our services solve your challenges? 
• Are you keen on rendering our services? 

Final decision based 

• What’s your budget? 
• Who else is involved in the decision-making process? 
• What’s your timeline for the project? 

Past usage

• Have you ever had experience using services that are similar to ours? 
• How was your experience with their services? 
• Do you have some specific suggestions? 

With the help of answers to these questions, Botphonic AI’s voice agent will decide if the call is legitimate or spam. Therefore, helping you save your valuable time, effort, and resources. 

Conclusion 

The time and attention that your employees spend on spam calls is not worth it. Hence let call screening based on AI do this task. With the right partner like Botphonic AI, it gets easy to avoid these unnecessary calls. By following the right steps and asking appropriate questions it will easily identify the caller.

If the caller passes the test, the call will go on. And if it suggests that the caller is suspected either it will either block the call or take necessary action. Gain calmness after knowing that all your callers and potential leads are handled in the best manner without interrupting your flow.