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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