Why do you need a Phonetic Alphabet Skill Test
Knowledge of the phonetic alphabet is increasingly important for call centre and help desk agents who are trying to collect or communicate important customer or product data as quickly and as accurately as possible. It’s essential that both parties agree and understand on the correct spelling of words and names. Substituting letters for internationally-standard (NATO alphabet) English words allows them to be pronounced and understood by those who exchange messages by phone regardless of language barriers or communication channel quality.
For example, if an employee was checking the spelling of a customer’s name “SMITH”, instead of sounding out the letters “S, M, I, T, H” they would instead say “Sierra, Mike, India, Tango, Hotel”.
If you’re hiring for a position in any call centre environment, then this is an essential assessment to ensure your applicants have what it takes before you hire them. Or do you want to re-train your existing employees? Provide them with the relevant communication skills they need to be more efficient in collecting and passing information phonetically.
Overview of a Phonetic Alphabet Skill Test
The Phonetic skill test has been designed to assess a candidate’s comprehension and usage of the NATO phonetic alphabet through the use of multiple choice questioning and true/false statements.
Bespoke tests aligned to client-specific scenarios and documents can be provided upon request. It’s as easy as A, B, C (or rather Alpha, Bravo, Charlie).
This test is recommended for those in a Call Centre or Customer Service environment in any industry where clear communication is an asset when collecting data.
There are several complementary tests that come under the Call Centre Tests module: