Call Screening

Efficient call management is essential for ensuring that your team focuses on high-value interactions and avoids unnecessary disruptions. Our platform allows you to implement call screening by instructing your AI agent to gather information from callers before deciding whether to transfer the call. This guide will show you how to set up call screening to prevent unwanted callers from wasting your time.

You can visit Transfer Calls guide and visit this page later, as this guide requires the basic knowledge of using the tool. For a detailed overview of all the tools, you can visit the Tools Usage guide.

Overview

Call screening involves the AI agent engaging with callers to determine the purpose of their call. By collecting specific details, the agent can assess whether the call should be transferred to a team member, handled by the agent, or politely concluded. This process helps:

• Protect Your Team's Time: Only important and relevant calls are passed on to team members.
• Enhance Productivity: Team members can focus on priority tasks without frequent interruptions.
• Improve Customer Service: Legitimate callers receive appropriate attention, while unsolicited or irrelevant calls are filtered out.

How Call Screening Works in Our Platform

Our AI agent uses customizable instructions to screen calls effectively. Here's how you can set it up:

Step 1: Define Screening Criteria

Identify the types of calls that should be transferred versus those that can be handled by the AI agent or do not require further action. Consider the following:

• Desired Callers: Clients, partners, or potential customers with legitimate inquiries.
• Non-Priority Callers: Solicitors, cold callers, or individuals without a clear purpose.

Step 2: Write Clear Screening Instructions

Provide your AI agent with specific instructions on how to screen calls. For example:

• Gathering Caller Information:

  Instruction: "When someone calls, politely ask for their name, company, and the reason for their call before transferring."

• Determining Call Importance:

  Instruction: "If the caller is inquiring about our services or is a current client needing assistance, proceed to transfer the call."

• Handling Non-Priority Calls:

  Instruction: "If the caller cannot provide a valid reason for the call or is soliciting services, inform them that all inquiries must be sent via email and do not transfer the call."

Step 3: Implement Conditional Transfers

Use the information gathered to decide whether to transfer the call. Configure the AI agent to:

• Transfer Calls When Appropriate:

  • Condition: The caller provides necessary details, and the reason aligns with your criteria.
  • Action: Use the Transfer Calls tool to connect the caller to the appropriate team member or department.

• Politely Decline or Offer Alternatives:

  • Condition: The caller cannot provide a valid reason, or the inquiry is non-essential.
  • Action: Inform the caller that their request cannot be accommodated at this time, or provide alternative contact methods such as an email address.

Step 4: Customize the Agent's Responses

Craft the agent's dialogue to maintain professionalism and courtesy. Examples include:

• For Valid Callers:

  "Thank you for providing that information, [Caller Name]. I'll connect you to [Team Member/Department] now."

• For Non-Priority Callers:

  "Thank you for reaching out. We handle all solicitation inquiries via email. Please send your information to [email address]. Have a great day."

Best Practices for Call Screening

Implementing effective call screening requires thoughtful planning. Here are some best practices:

Be Clear and Polite

Ensure the AI agent communicates respectfully, maintaining a professional tone throughout the interaction.

• Respectful Inquiry: "May I ask who's calling and how I can assist you today?"
• Professional Decline: "I appreciate your call, but we're not interested at this time."

Standardize Information Collection

Determine the specific information the agent should collect to assess the call's relevance.

• Essential Details: Caller’s name, company/organization, and purpose of the call.
• Additional Information: Account numbers or client IDs for existing customers (if applicable).

You can also use tools like webhooks (HTTP Rest API) to verify the client ID on an external system.

Define Transfer Criteria

Establish clear guidelines on what constitutes a call that should be transferred. 

• Examples of Transfer-Worthy Calls:

  • Current clients needing support.
  • Potential customers requesting information about your services.
  • Business partners or vendors with scheduled appointments or important updates.

• Examples of Non-Transfer Calls:

  • Unsolicited sales pitches.
  • Survey requests.
  • Calls without a clear purpose.

Train the Agent on Handling Objections

Equip the AI agent with responses for common scenarios when callers may push back.

• Caller Insists on Being Transferred:

  "I understand that you'd like to speak with someone directly. May I take a message and have the appropriate person reach out to you?"

• Caller Refuses to Provide Information:

  "For security reasons, I need to verify some details before connecting your call. If you're unable to provide this information, I won't be able to transfer you at this time."

Regularly Review and Update Instructions

Periodically assess the effectiveness of your call screening process and adjust the agent's instructions as needed.

• Monitor Call Logs: Identify patterns or frequent issues that require attention.
• Gather Feedback: Consult with team members to understand the quality of transferred calls.

Use Cases

Example 1: Screening for Sales Calls

Instruction:

• "If the caller is from a sales or marketing company offering services, inform them that we do not accept unsolicited proposals over the phone and politely end the call."

Agent's Response:

"Thank you for considering us, but we handle all proposals through our website. Please submit your information there. Have a great day."

Example 2: Verifying Client Identity

Instruction:

• "Ask the caller for their client ID or account number. If they cannot provide it, offer to assist with general inquiries but do not transfer to a team member."

Agent's Response:

"May I have your client ID to better assist you? If you don't have it, I'd be happy to answer any general questions you might have."

Example 3: Prioritizing Urgent Calls

Instruction:

• "If the caller indicates that the matter is urgent and relates to an existing project, transfer the call immediately to the project manager."

Agent's Response:

"I understand this is urgent. I'll connect you with our project manager right away."

Additional Tips

Maintain a Positive Caller Experience

Even when not transferring a call, ensure the caller feels heard and respected.

• Express Appreciation: "Thank you for reaching out to us."
• Offer Assistance: "Is there anything else I can help you with?"

Protect Sensitive Information

Ensure the agent does not disclose confidential information during the screening process.

• Verification Before Disclosure: Only provide details after confirming the caller's identity.
• Avoid Over-Sharing: Keep responses concise and relevant.

Combine with Other Tools

Enhance call screening by integrating other platform features:

• Create CRM Note: Document details from the call for future reference by creating a CRM Note.
• Send Email Notification: Alert team members about important calls or messages taken by the agent by sending email.

Summary

By effectively utilizing call screening through your AI agent, you can:

• Optimize Team Efficiency: Allow team members to focus on high-priority tasks without unnecessary interruptions.
• Improve Call Quality: Ensure that only relevant and important calls are transferred.
• Enhance Professionalism: Provide a consistent and courteous experience for all callers.

Implementing call screening involves defining clear criteria, writing precise instructions, and customizing the agent's responses. Regular monitoring and adjustments help maintain an effective screening process that adapts to your business needs.

By proactively managing incoming calls, you create a more efficient communication environment, ensuring that your team's time is spent where it matters most.