Phonetic Alphabet – why every call centre agent should use one

There are some amazing technology, training methodologies and processes that will help you develop an award-winning customer experience but sometimes it’s the things that don’t cost a cent that is the most important.

A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make your call centre more efficient.

What is a Phonetic Alphabet?

It’s the universally recognised “A for Alpha, B for Bravo, C for Charlie” alphabet also known as the military alphabet, spelling alphabet, NATA phonetic alphabet or “that thing where you use the names to spell the words”.

Of course, there is also lots of other jargon, acronyms and abbreviations used in call centres – make sure you check out our CX Glossary with over 150 common terms explained in a nice and easy style.

What does a Phonetic Alphabet do?

In short, it makes conversing with a customer a whole lot more professional when trying to spell out words using an internationally recognised alphabet.

It also saves your staff improvising with the classics like “D” for Dog, ‘C’ for Cat or some more concerning ones like ‘n’ for knife, or ‘s’ for champagne…

What are the benefits?

Aside from sounding a lot more professional, using a phonetic alphabet will increase the accuracy of your information, decrease Talk Time and reduce customer frustrations which in the call centre world, are all pretty important outcomes.

The Phonetic Alphabet:

If you’d just like to know what a Phonetic Alphabet it is, here it is:

A – Alpha

B – Bravo

C – Charlie

D – Delta

E – Echo

F – Foxtrot

G – Golf

H – Hotel

I – Indiana

J – Juliet

K – Kilo

L – Lima

M – Mike

N – November

O – Oscar

P – Papa

Q – Quebec

R – Romeo

S – Sierra

T – Tango

U – Uniform

V – Victor

W – Whiskey

X – X-Ray

Y – Yankee

Z – Zulu

 Other useful call centre tools and resources: 

Find hundreds of suppliers who can help improve your contact centre from technology suppliers, consultants, recruitment agencies and more on the free CX Directory >>>

Get Creative!

You can print off big pages to represent each letter, paint it on the walls, use it as your desktop screen, print it in on a mouse mat – there are lots of ways you can get creative to ensure everyone learns the Phonetic Alphabet in your call centre!

The phonetic alphabet painted on a wall
Get Creative! An example of letters and images stuck on a wall. 

Phonetic Alphabet Download

Filesize213 KB
Date addedNovember 18, 2019
TagsCX Central

A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make your call centre more efficient.

And what’s best is it’s completely free!

You can print our handy download on one A4 size paper (portrait) – it comes in three sizes that you can easily cut out and use on your call centre desk.