UK Phonetic Alphabet – Free Download

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

Printable UK Phonetic Alphabet

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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

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

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:

How is the Phonetic Alphabet Used in the Contact Centre?

We asked our readers how they used the phonetic alphabet in their contact centre. Here is what they said.

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

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. 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

9. 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

10. 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

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: Hannah Swankie