Screening a call using Verification and Authentication
Call screening is the process of evaluating the characteristics of a telephone call before a conversation.
Please use the following points to assist you in screening a call:
- When screening calls do so politely and tactfully.
- Verify the caller’s name, company name and phone number, politely ask “May I ask who is calling?” if the caller doesn’t identify him/herself.
- During every call, we undertake to confirm or update the caller’s details.
- Capture an event for every call and caller identity if applicable.