Why you need to use a Phonetic Alphabet in the contact centre

Why you need to use a Phonetic Alphabet

These days there is some amazing technology available in the contact centre but you don’t always need the shiny new toy to deliver a better customer experience.

In fact, there is there is something every contact centre should have that won’t cost a cent!

And despite all the sales & marketing spin out there, sometimes just the most simple things can be the most effective.

In my travels, I haven’t actually seen this in many contact centres but when you see it I’m sure you will want one in your contact centre immediately!

So what am I actually talking about???

A Phonetic Alphabet.

A what?

Its the universally recognised “A for Alpha B for Bravo” alphabet to improve data accuracy sometimes known as the Military Alphabet.

By displaying the phonetic alphabet in your contact centre on the wall or providing each agent with a small card you can ensure your agents (sometimes embarrassingly) never have to resort to making up their own words such as C for Cat or I for Igloo or worse still, R for Wright or N for Knight!

Why use a Phonetic Alphabet in the contact centre?

  • It will reduce your talk time (which reduces costs).
  • It will reduce the number of mistakes made with data entry.
  • It will make your centre sound more professional.
  • It will make it easy to communicate with customers.

It really is a simple initiative that can assist in making your staff sound more professional and improve your data quality in the process.

Learn more about a phonetic alphabet and download a free template that you can use in your call centre.

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