UK Phonetic Alphabet – Free Download Related Articles Comedy Phonetic Alphabet - Free Download NATO Phonetic Alphabet - Free Download Spanish Phonetic Alphabet - Free Download French Phonetic Alphabet - Free Download © Pixel-Shot - Adobe Stock - 447216951 231,838 Filed under - Skills, Call Handling, Coaching, Editor's Picks, Featured Articles, Induction Training Programmes, Kim Ellis, Language, Phonetic Alphabet, Printable, Robert Tuck, Training, Vonage What is the UK Phonetic Alphabet? The UK Phonetic Alphabet is a way of spelling out letters that can be easily confused on the telephone. For example, over the telephone, the postcode “NP2 3BP” could easily be misheard as “MB2 3PP” which would be a very different location. To get around this, the phonetic alphabet was developed. The Standard Phonetic Alphabet used in the UK is the NATO Phonetic Alphabet Letter Word Phonic A Alpha AL FAH B Bravo BRAH VOH C Charlie CHAR-LEE D Delta DELL TAH E Echo ECK OH F Foxtrot FOKS TROT G Golf GOLF H Hotel HOH TELL I India IN DEE AH J Juliette JEW LEE ETT K Kilo KEY LOH L Lima LEE MAH M Mike MIKE N November NO VEM BER O Oscar OSS CAH P Papa PAH PAH Q Quebec KEH BECK R Romeo ROW ME OH S Sierra SEE AIRRAH T Tango TANG OH U Uniform YOU NEE FORM V Victor VIK TAH W Whiskey WISS KEY X X-Ray ECKS RAY Y Yankee YANG KEY Z Zulu ZOO LOO Printable UK Phonetic Alphabet Do you want to download this to share with your team? Get your free download of the UK Phonetic Alphabet now: Free UK Phonetic Alphabet in Printable PDF Format Version: 2 Date Added: 25 May 2022 File Type: pdf File Size: 93.6 KB Category: Tools Download Link: Download Download Free UK Phonetic Alphabet in Editable Word Format Download Free UK Phonetic Alphabet in Editable PowerPoint Format Easily Confused Spoken letters A number of letters in the English Language are Easily Confused B, C, D, E, G, P, T and V M and N F, S and X Y and I G and J (particularly when pronounced by a non-native speaker) The Modified UK Phonetic Alphabet A lot of our readers pointed out that although the NATO alphabet works well if both people understand it, it is not so easily understood in a telephonic format as it uses less commonly used words such as “Sierra” or “Foxtrot”. We have replaced the less common words and have produced a UK Phonetic Alphabet for Phone Calls. We have highlighted the words that have changed from the standard NATO version. The UK Phonetic Alphabet for Phone Calls Letter Word A Apple B Bravo C Charlie D Delta E Echo F Freddie G Golf H Hotel I India J Juliette K Kilo L London M Monkey N November O Orange P Papa Q Queen R Robert S Sugar T Tommy U Uncle V Victor W Whiskey X X-Ray Y Yellow Z Zulu Printable Modified UK Phonetic Alphabet Do you want to download this to share with your team? Free Modified UK Phonetic Alphabet Download in Printable PDF Format Free Modified UK Phonetic Alphabet Download in Editable Word Format Free Modified UK Phonetic Alphabet Download in Editable PowerPoint Format Simplified UK Phonetic Alphabet 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 A is for Apple B is for Biscuit C is for Cat D is for Dog E is for elephant F is for Fish G is for Gorilla H is for Happy I is for Ice Cream J is for Juliette K is for Kilo L is for Lemon M is for Monkey N is for No One O is for Orange P is for Papa Q is for Queen R is for Romeo S is for Sunshine (or Sugar) T is for Tango U is for Umbrella V is for Victoria W is for Whiskey X is for X-ray Y is for Yesterday Z is for Zip How is the Phonetic Alphabet Used in the Contact Centre? 1. Used as Part of Induction 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. We all used phonetic alphabet and it was formally part of the training. Customers understood it as a means to relay back spelling of names or alpha numeric references for confirmation. Thanks to Guy 2. Strong Correlation Between Net Promoter Scores (NPS) and the Phonetic Alphabet I’ve just analysed 10,000 call transcripts for a major UK bank. Use of the phonetic alphabet was not found once in any NPS Detractor conversations. Conversely, 4.6% of all NPS promotors feature this behaviour. Of course, there’s far more going on than this, but the absence of this agent behaviour correlates highly with the worst customer NPS outcomes. Thanks to Andrew Moorhouse at Deloitte 3. Use A for Apple as Some Customers Struggle I remember in my first agent role we used to have it on a printout stuck to the screen (retro!) following training. I’ve always used a “simple” Phonetic – switched Alpha for Apple etc as some customers struggled. So a Hybrid but still used! Thanks to Holly 4. It Helps Customers and Advisors Spell Correctly Any teams I work with have to learn the phonetic alphabet! This might sound old-fashioned – however it helps customers and advisors to spell correctly – which is an absolute must! Thanks to Marianne Rutz Which Industries Use the Phonetic Alphabet? Wondering if the phonetic alphabet is right for your contact centre? Whilst any contact centre regularly taking down information (such as addresses) will find the phonetic alphabet of use, you’re most likely to use the phonetic alphabet in the following industries: Finance or banking Insurance Real estate Travel or hospitality Medical / healthcare 5. Improves Quality and Reduces Errors first thing they get trained in training when in a contact centre role. It’s a must, not only does it help with noting customers accounts and capturing accurate information, it helps with quality as reduces the amount of input error on systems and calls. An absolute must in my opinion. Thanks to Jennifer 6. Use S for Sugar We always encourage people to check details and the phonetic alphabet is standard for that. We find customers hear C instead of S for Sierra, so S for Sugar tends to be the go-to. Some of our clients get creative with it – the HP postcode could become Harry Potter for instance. It depends on who your customers are. I have heard of “n” for Knickers on my travels, and that is the reason why we use the Phonetic Alphabet! Thanks to Diane Banister 7. Printed Sheets During Training Robert Sykes We used it all the time in the Ambulance service, it was never a problem to train and no one ever had an issue using it. We printed a sheet that went in their personal folder when they started but to be fair after a week everyone knew it. I haven’t used it for many years but it seems to stay in your head. It is easily understood as the words are chosen so they can’t be misunderstood for a similar word. If I said “B for Bear” you might hear “Bare, Care, Fair, Lair, Mare” whereas “B for Bravo” can’t be mistaken. If I said “B for Bear” you might hear “Bare, Care, Fair, Lair, Mare” whereas “B for Bravo” can’t be mistaken. It is only critical in critical circumstances, where you have a call centre and mis hearing just takes longer to get a name or a postcode it is just a matter of time. Thanks to Robert Sykes 8. A Key Part of Induction Training Advisors must use the ‘proper’ phonetic alphabet on every call when confirming details captured. We have it up on a whiteboard and everyone has a custom print-out in front of them. It’s also taught in our induction program. It’s easy to learn and callers respond well. Thanks to Hero PA 9. Use M for Muhammad in Islamic countries I believe it’s the most historical reliable method. It’s easy to train, but you need to keep flexibility within cultural and custom preferences as it will be easier to implement it. Such as the M letter could be “Muhammad in Islamic countries” or “Mike in western countries” Customers do understand it easily. Thanks to Dani B. AtaAllah 10. Use Words the Customer Understands Kim Ellis I have always included the phonetic alphabet in the induction training. I have emphasised that as long as you and the customer know which letter you are saying then it’s OK. For example, O for orange is fine. Thanks to Kim Ellis 11. Use it in Role Play, Team Building Games and Quizzes I learned the phonetic alphabet in my contact centre induction training (back when Noah was building his ark!) I still use it now. It is clear and simple and really improves accuracy. It was easy to train, and we built it in to other aspects of training (role play, team building games and quizzes) to confirm understanding etc. So it was an ever present. Thanks to Elaine Lee 12. To Build Rapport Mirror the Customer I’ve always taught my agents to use the phonetic alphabet but as a way to build rapport mirror the customer. For example, if the customer says S for Sugar, repeat that back rather than S for Sierra. Thanks to Jason Do You Use a Different Phonetic Alphabet? Please drop us a line to newsdesk@callcentrehelper.com If you are looking for real information on, or printable versions of, the phonetic alphabet – we’ve got you covered, just check out these next: What Is the Phonetic Alphabet? NATO Phonetic Alphabet – Free Download French Phonetic Alphabet – Free Download Spanish Phonetic Alphabet – Free Download Comedy Phonetic Alphabet – Free Download Australian Phonetic Alphabet Author: Jonty Pearce Reviewed by: Robyn Coppell Published On: 13th May 2022 - Last modified: 28th Feb 2024 Read more about - Skills, Call Handling, Coaching, Editor's Picks, Featured Articles, Induction Training Programmes, Kim Ellis, Language, Phonetic Alphabet, Printable, Robert Tuck, Training, Vonage Recommended Articles Comedy Phonetic Alphabet - Free Download NATO Phonetic Alphabet - Free Download Spanish Phonetic Alphabet - Free Download French Phonetic Alphabet - Free Download Related Reports eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. 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