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.
The Postcode “NP2 3BP” could easily be misheard as “MB2 3PP”
Names can also be confused – for example the name Mickey sounds very much like Nicky.
And if you are asking for clarification if you say “Is that Mickey with an M” sounds very similar to “Is that Nicky with a N”
To get around that the phonetic alphabet was developed.
So you could say is that Nicky starting with N for November. It then becomes very much easier to clarify spellings.
So for the postcode you say – “Was the Postcode MB2 3PP as in Mike Bravo 2 3 Papa Papa?”
To get around this letters are spelled out as words, hence, A for Alpha, B for Bravo
The Standard Phonetic Alphabet used in the UK is the NATO Phonetic Alphabet
| Letter | Word | Letter | Word | Letter | Word |
|---|---|---|---|---|---|
| A | Alpha | J | Juliette | S | Sierra |
| B | Bravo | K | Kilo | T | Tango |
| C | Charlie | L | Lima | U | Uniform |
| D | Delta | M | Mike | V | Victor |
| E | Echo | N | November | W | Whiskey |
| F | Foxtrot | O | Oscar | X | X-Ray |
| G | Golf | P | Papa | Y | Yankee |
| H | Hotel | Q | Quebec | Z | Zulu |
| I | India | R | Romeo |
Printable UK Phonetic Alphabet
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Download Free UK Phonetic Alphabet in Editable Word Format
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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 | Letter | Word | Letter | Word |
|---|---|---|---|---|---|
| A | Apple | J | Juliette | S | Sugar |
| B | Bravo | K | Kilo | T | Tommy |
| C | Charlie | L | London | U | Uncle |
| D | Delta | M | Monkey | V | Victor |
| E | Echo | N | November | W | Whiskey |
| F | Freddie | O | Orange | X | X-Ray |
| G | Golf | P | Papa | Y | Yellow |
| H | Hotel | Q | Queen | Z | Zulu |
| I | India | R | Robert | ||
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 – Apple B – Biscuit C – Cat D – Dog E – elephant F – Fish G – Gorilla H – Happy I – Ice Cream |
J – Juliette K – Kilo L – Lemon M – Monkey N – No One O – Orange P – Papa Q – Queen R – Romeo |
S – Sunshine (or Sugar) T – Tango U – Umbrella V – Victoria W – Whiskey X – X-ray Y – Yesterday Z – Zip
|
What Do Our Readers Think?
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
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
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!
An Absolute Must
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
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
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
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
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
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
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
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
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
Fun Facts
The Phonetic Alphabet is used as a clue in a number of crossword puzzles
What is a Name in the Phonetic Alphabet?
There are six names in the phonetic alphabet:
- Charlie
- Juliette
- Oscar
- Mike
- Romeo
- Victor
Comedy Phonetic Alphabet
During the second world war, Arthur Askey produced a Comedy Phonetic Alphabet, which is sometimes known as the Cockey Alphabet.
It started with:
- “A is for ‘Orses” – “Hay is for Horses”
- “B for Mutton” – “Beef or Mutton” although the airline meal request of “Beef or Chicken” may be better
- “C for Highlanders” – “Seaforth Highlanders” A Scottish regiment in the British Army – “See for Miles” would be better
To view the modern and original comedy alphabets, read our article: Comedy Phonetic Alphabet – Free Download
Do you use a different Phonetic Alphabet?
Please drop us a line to newsdesk@callcentrehelper.com
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