However, in customer service, these mistakes can quickly create frustration. There are plenty of examples of people mistaking an “M” for an “N” or an “F” for an “S” when talking to friends in day-to-day life. This is incredibly helpful when local dialect or issues with call quality tell the difference between “B” and “D” difficult. With the phonetic alphabet, listeners on a call can confirm different letters without confusion. The phonetic alphabet is used in the contact centre and military situations when accuracy is essential. For instance, you might use “Alpha” for A or “Beta” for B.įor years, the phonetic alphabet has appeared around the world. When spoken out loud, each word defines and represents the letter that it begins with. There’s one word for every letter of the alphabet. The phonetic alphabet, sometimes called the NATO alphabet, is a list of 26 words. What are the letters of the phonetic alphabet? Today, we’re going to explain why the phonetic alphabet is still essential to great customer service. However, this tool has lost some attention in recent years. The NATO alphabet has appeared in contact centres around the world for decades. Since repeating details to an advisor is one of the biggest frustrations people face, this is a critical upgrade. The phonetic alphabet helps eliminate inaccuracies and improve customer service by ensuring that clients don’t need to repeat themselves. Though perhaps not as exciting as automatic call routing or collaboration tools to support agents, the NATO phonetic alphabet has a lot to offer. However, there’s another, a less technical solution that your business might be missing. In recent years, we’ve witnessed the rise of everything from chatbots to AI IVR systems.
Today’s companies are investing in countless tools to serve customers. Your contact centre needs the phonetic alphabet.Īs the demand for excellent customer service accelerates, contact centres are under more pressure than ever.Using the phonetic alphabet in the contact centre.
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