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gav (2710)

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Hacker in NYC.

Journal of gav (2710)

Thursday February 12, 2004
11:33 AM


[ #17376 ]

Call center staff should know the Phonetic Alphabet. Having your people say "F for Frank, O for Orange", etc, just sounds unprofessional.

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  • I've always preferred,
    F as in stuff,
    O as in kangaroo...

    (I heard something like this years ago from some comedian, George Carlin maybe)
  • ... Sierra Oscar Mike Echo Oscar November Echo Charlie Oscar Uniform Lima Delta Tango Uniform Romeo November Tango Hotel India Sierra India November Tango Oscar Alpha Mike Oscar Delta Uniform Lima Echo ?

    BEGIN { @N{qw(Alpha Bravo Charlie Delta Echo Foxtrot Golf Hotel India Juliet Kilo Lima Mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey X-ray Yankee Zulu)}=(); @N{map{/^(.)/}keys%N}=keys%N; @N{0..9}=qw(Zero Wun Two Tree Fower Five Six Seven Ait Niner)}
    s/([a-z0-9])/$N{uc$1} /i
  • If you want call centers to know the phonetic alphabet, you have to also insist that customers have to know it too. Then, you have to choose which one they should use.

    Just remember that the person on the other end of the phone is a person, probably working a shitty job. Treat them like a person and you will not have to worry about adjectives like "unprofessional".
    • Personally, I'd think that if I called up Verizon, and the person on the other end started saying something about November Alpha November Delta Oscar Romeo, that they had a screw loose, or were recently discharged from military service. I've never had normal civilian operators use military phonetic alphabets, and have never thought the ones they do use sound unprofessional just because they aren't those.