![]() I’ve always used a “simple” Phonetic – switched Alpha for Apple etc as some customers struggled. I remember in my first agent role we used to have it on a printout stuck to the screen (retro!) following training. Use A for Apple as Some Customers Struggle Thanks to Andrew Moorhouse at Deloitte 3. 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. Use of the phonetic alphabet was not found once in any NPS Detractor conversations.Ĭonversely, 4.6% of all NPS promotors feature this behaviour. I’ve just analysed 10,000 call transcripts for a major UK bank. Strong Correlation Between Net Promoter Scores (NPS) and the Phonetic Alphabet Customers understood it as a means to relay back spelling of names or alpha numeric references for confirmation. We all used phonetic alphabet and it was formally part of the 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. How is the Phonetic Alphabet Used in the Contact Centre? 1. 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
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