Common Technical Knowledge In Call Centers
Phonetic Spelling
Phonetic Spelling
There are lots of instances that a call-center agent must give specific instructions to a client, and must resort to spelling out a word letter by individual letter in order to effectively communicate his exact message. Name verification is one good example; different races often say the same word with nasal and throat sound disparity.
In doing this, a standard set of English phonetic spelling is commonly used:
A AlphaB BravoC Charlie
D DeltaE EchoF Foxtrot
G GolfH HotelI India
J JulietK KiloL Lima
M MikeN November O Oscar
P PapaQ QuebecR Romeo
S SierraT TangoU Uniform
V VictorW WhiskeyX X-ray
Y YankeeZ Zulu
The method is to say first the specific letter, then the word that the letter stands for, "A as in Alpha", for example.
When more than one of the same letter is in tandem, an intervening phrase is utilized: "M as in Mike, and then again another M as in Mike", for example
Granted, some of them already seem archaic in these modern times, six generations after they have been developed for wartime codes, therefore many call-center agents prefer to use presently more recognizable words: "Z as in Zebra", for example.
Furthermore, to prevent some clients from being irritated by words they are not so familiar with; an agent may opt to substitute another, choosing Quota instead of Quebec, Traffic instead of Tango, and Fabulous instead of Foxtrot.
Then again, with the single most important purpose being to avert confusion, especially of speakers of English only as a rudimentary language, the agent is permitted to be creative, as I once had to be:
The client on the other end of the line was quite obviously an elderly Latina matron who had a difficult time talking in English. When dictating to her my instructions wherein I had to spell out words letter by letter, almost instinctively I thought of using Spanish or Mexican first names quite common in Latin America. So, to describe to her the Internet Explorer logo, I told her to look for the "fat small letter E as in Eriberto." When I told her to type the word RUN, I told her "R as in Rodrigo, U as in Unciano, N as in Nicasio". She actually became appreciative of my efforts and I had a lot of fun, too.
Time Zones
The bulk of call-center customers reside in the United States, which due to its extended width covers six time zones, starting from the Atlantic Coast going eastward to the Pacific: Global locations must therefore take into account these time differences especially when the clientele reside in the whole length and breadth of the continent.
To enumerate and compare time differences:
Eastern Standard Time - Today 2:30 am
Central Standard Time Today 1:30 am
Mountain Standard Time Today 12:30 am
Pacific Standard Time Yesterday 11:30 pm
Alaska Standard Time Yesterday 10:30 pm
Hawaii Standard Time Yesterday 8:30 pm
In addition, Daylight Savings Time, usually implemented from the last half of October to the first half of March to take advantage of longer daylight duration, advances by one full hour all the time set in the continental United States except Arizona.
by: Mind Rich
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