One of the most effective tool that a call center agent uses is the Phonetics. It’s hard enough to troubleshoot and determine the exact nature of the problem, what more when a customer mistakenly use the letter “F” instead of the letter “S”. Just think, you are about to close a sale and giving the email address of your sales officer to the customer, but the customer uses misspelled the email address. That would will not be a good thing, both for you (company) and for the customer. To avoid this mistake, you can use phonetics.
Phonetics literally means:
1. Of or relating to phonetics.
2. Representing the sounds of speech with a set of distinct symbols, each designating a single sound: phonetic spelling.
3. Of, relating to, or being features of pronunciation that are not phonemically distinctive in a language, as aspiration of consonants or vowel length in English.
According to http://www.thefreedictionary.com.
Some phonetics that you can use are the military phonetics, country phonetics and food phonetics…. yummy!!!
You can also come up with your own phonetics like name phonetics or car phonetics… hehehe.. if that is even possible.
Just to give the complete list of the different phonetics, please refer to the list below:
H: Hong Kong /Hungary
I: India/ Iraq (starting to be popular.. lols)
K: Korea/ Kenya
M: Malaysia/ Mexico
N: New Zealand/Norway
P: Philippines/ Peru
Q: Quebec/ Qatar
R: Rome/ Russia
S: Singapore/ Spain
T: Turkey/ Thailand
U: Ukrainian/ U.K. (United Kingdom)
V: Venezuela/ Vatican
W: Western Sahara** (you can also use any other country.. Western Europe?!.. hehehe)
X: X-Ray (Since there’s no country that starts with the letter “X’, believe me.. I’ve searched)
For the numbers:
Try to comeup with your own list.. if you want to share it, just place them on the comments box. 😉
Last modified: February 26, 2009