#THE RADIOTELEPHONY SPELLING ALPHABET PROFESSIONAL#

For example, ‘Boy’ might represent ‘B’ and ‘King’ communicates the letter ‘K’ when spoken aloud.Īlso known as the ‘military alphabet’ or the ‘spelling alphabet’, the phonetic alphabet eliminates the ambiguity in spoken communication. Each phonetic alphabet word begins with the respective letter of the alphabet that it represents. What is the phonetic alphabet?Ī phonetic alphabet is a list of 26 words that depict each letter of the alphabet. This post will outline why and highlight some of the reasons contact centre organisations should reclaim it as an indispensable solution for improving customer interactions. On the contrary, there’s a reason why this clever linguistic tool has been used globally for many years. This simple method for clarifying communication sessions has fallen off the radar in recent years as many organisations feel modern technology makes it obsolete. Historically, the use of the phonetic alphabet in call centres was commonplace. While this means investing in the latest cloud technology, AI chatbots and omnichannel communications for many businesses, there is a simpler, less technical, and much more affordable resource that contact centres simply aren’t optimising right now. In an increasingly virtual working environment, contact centre leaders must equip their frontline staff with the tools and resources that enable them to deliver an exceptional customer experience. By lowering inaccuracies and repetition in your customer contact, you can ensure that clients calling your business definitely find it a pleasure rather than a chore.As customer demands grow increasingly complex and the need for service excellence accelerates, contact centres and their agents are under immense pressure to perform accurately and quickly. The clarity and conciseness that the phonetic alphabet brings to your business has the capability to reduce the loss of potential sales and even increase customer loyalty. In cases where your callers require a level of trust and respect, the phonetic alphabet can help your business gain a healthy understanding with your clients.

#THE RADIOTELEPHONY SPELLING ALPHABET PROFESSIONAL#

Using the NATO phonetic alphabet can help your staff appear knowledgeable, professional and courteous. The NATO phonetic alphabet really helps reduce any miscommunication and increase accuracy where language or stronger accents might otherwise be a stumbling block.

Breaking down language barriersĪt Yay.com HQ, we regularly find ourselves on the phone to anyone from London to Luxembourg. Potentially difficult names or email addresses can be spelt out in a much more efficient way and lead to faster resolutions. Taking note of customers’ names and finding their accounts over the phone can be a lot easier to get right first time when using the phonetic alphabet. Using a standardised phonetic alphabet can give your customer facing teams the benefit of clarity whenever they find themselves on a call. Why use the phonetic alphabet?Īvoid stumbling over 'Ms' and 'Ns' during phone calls or mistaking an 'S' for an 'F' when looking up an email address. After its initial introduction by NATO, it was adopted and established as the universal phonetic alphabet just a few years later. While the first phonetic alphabet to be recognised internationally was created by the International Telecommunication Union (ITU) in the 1920s, it was only in 1956 that the NATO phonetic alphabet was produced.

The radiotelephony spelling alphabet