![]() It’s easy to learn and callers respond well. It’s also taught in our induction program. We have it up on a whiteboard and everyone has a custom print-out in front of them. A Key Part of Induction TrainingĪdvisors must use the ‘proper’ phonetic alphabet on every call when confirming details captured. 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. 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. Whilst any contact centre regularly taking down information (such as addresses) will find the phonetic alphabet of use, you’re most likely to use the phonetic alphabet in the following industries:įirst thing they get trained in training when in a contact centre role. Wondering if the phonetic alphabet is right for your contact centre? Which Industries Use the Phonetic Alphabet? It Helps Customers and Advisors Spell CorrectlyĪny 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. Use A for Apple as Some Customers Struggle Thanks to Andrew Moorhouse at Deloitte 3. 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. ![]() 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. How is the Phonetic Alphabet Used in the Contact Centre? 1. 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 Free Modified UK Phonetic Alphabet Download in Editable PowerPoint Format.Free Modified UK Phonetic Alphabet Download in Editable Word Format. ![]() Free Modified UK Phonetic Alphabet Download in Printable PDF Format.Get your free download of the UK Phonetic Alphabet now: The Standard Phonetic Alphabet used in the UK is the NATO Phonetic Alphabet Letterĭo you want to download this to share with your team? To get around this, the phonetic alphabet was developed. 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.
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