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It is only critical in critical circumstances, where you have a call centre and mis hearing just takes longer to get a name or a postcode it is just a matter of time. If I said “B for Bear” you might hear “Bare, Care, Fair, Lair, Mare” whereas “B for Bravo” can’t be mistaken. It is easily understood as the words are chosen so they can’t be misunderstood for a similar word. I haven’t used it for many years but it seems to stay in your head. We printed a sheet that went in their personal folder when they started but to be fair after a week everyone knew it. We used it all the time in the Ambulance service, it was never a problem to train and no one ever had an issue using it. Thanks to Diane Banister Printed Sheets During Training I have heard of “n” for Knickers on my travels, and that is the reason why we use the Phonetic Alphabet! Some of our clients get creative with it – the HP postcode could become Harry Potter for instance. We find customers hear C instead of S for Sierra, so S for Sugar tends to be the go-to. We always encourage people to check details and the phonetic alphabet is standard for that. It’s a must, not only does it help with noting customers accounts and capturing accurate information, it helps with quality as reduces the amount of input error on systems and calls. Thanks to Marianne Rutz Improves Quality and Reduces Errorsįirst thing they get trained in training when in a contact centre role. So a Hybrid but still used! An Absolute MustĪny teams I work with have to learn the phonetic alphabet! This might sound old-fashioned – however it helps customers and advisors to spell correctly – which is an absolute must! I’ve always used a “simple” Phonetic – switched Alpha for Apple etc as some customers struggled. I remember in my first agent role we used to have it on a printout stuck to the screen (retro!) following training. Thanks to Andrew Moorhouse at Deloitte Use A for Apple as some Customers Struggle Of course, there’s far more going on than this, but the absence of this agent behaviour correlates highly with the worst customer NPS outcomes. Use of the phonetic alphabet was not found once in any NPS Detractor conversations.Ĭonversely, 4.6% of all NPS promotors feature this behaviour. I’ve just analysed 10,000 call transcripts for a major UK bank. Thanks to Guy Strong Correlation Between Net Promoter Scores (NPS) and the Phonetic Alphabet Customers understood it as a means to relay back spelling of names or alpha numeric references for confirmation. We all used phonetic alphabet and it was formally part of the training. Way back when I used to be on the phones over 20 years ago, this was the normal practise at the company I worked at. What Do Our Readers Think? Used as Part of Induction Training

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Victoria Williams, Senior Professional Services Manager at Vonage, uses a different version of the phonetic alphabet and has shared her version with us: Simplified UK Phonetic Alphabet

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Free Modified UK Phonetic Alphabet Download in Editable PowerPoint Format.

Free Modified UK Phonetic Alphabet Download in Editable Word Format.

#Calculator cheat sheet golf clash wind chart pdf

Free Modified UK Phonetic Alphabet Download in Printable PDF Format.

Get your free download of the UK Phonetic Alphabet now: To get around this letters are spelled out as words, hence, A for Alpha, B for Bravo The Standard Phonetic Alphabet used in the UK is the NATO phonetic alphabet Letterĭo you want to download this to share with your team? So for the postcode you say – “Was the Postcode MB2 3PP as in Mike Bravo 2 3 Papa Papa?” It then becomes very much easier to clarify spellings. So you could say is that Nicky starting with N for November. To get around that the phonetic alphabet was developed. Names can also be confused – for example the name Mickey sounds very much like Nicky.Īnd if you are asking for clarification if you say “Is that Mickey with an M” sounds very similar to “Is that Nicky with a N” The Postcode “NP2 3BP” could easily be misheard as “MB2 3PP” The UK Phonetic Alphabet is a way of spelling out letters that can be easily confused on the telephone.įor example, over the telephone, the postcode “NP2 3BP” could easily be misheard as “MB2 3PP” which would be a very different location.