The phonetic alphabet is a great contact centre tool, as following the principle of checking information to make sure you get it right is a fundamental part of good customer service. When the Phonetic Alphabet Can Be Extremely Useful in the Contact Centre
Instead, French contact centres often use names that are appropriate for their customer base.įor example, a French contact centre could use the following names as a phonetic alphabet when dealing with customers.Ĭreating a set of names like this can be a great alternative if you handle calls from international customers and where English is sometimes not best understood. In certain other countries, including France, however, there is no “standard” phonetic alphabet. Phonetic Alphabet, which is sometimes used in US contact centres. In the US, it is common to use names and cities to identify the letter at the start of the word, while the police use a different phonetic alphabet than the military, which is just as common.īelow is the New York Police Dept. While many English-speaking countries and other European countries use the NATO phonetic alphabet, many use different versions – with the US and France being notable exceptions. But it can be even more beneficial in the contact centre environment.īefore we get into that, though, below is the phonetic alphabet, as first introduced by NATO in 1955. This can be very helpful in day-to-day life, as I’m sure we’ve all mistaken an “M” for an “N” or a “B” for a “P”. Less commonly known as the “military alphabet” or the “spelling alphabet”, the phonetic alphabet is often used to clear up any misunderstanding over the pronunciation of letters.
When spoken out loud, each word represents the letter that it begins with. The phonetic alphabet is a list of 26 words, each beginning with a different letter of the alphabet.
ICAO SPELLING ALPHABET PDF HOW TO
We introduce the phonetic alphabet before highlighting why contact centre advisors should use it and how to train them to do so.
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