HUNTING

Alaska Alpha

Common Technical Knowledge in Call Centers

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.

 

In doing this, a standard set of English phonetic spelling is commonly used:

 

A Alpha                                   B Bravo                                   C Charlie

D Delta                                    E Echo                                     F Foxtrot

G Golf                                      H Hotel                                    I India

J Juliet                                      K Kilo                                      L Lima

M Mike                                    N November                            O Oscar

P Papa                                     Q Quebec                                R Romeo

S Sierra                                    T Tango                                   U Uniform

V Victor                                   W Whiskey                              X X-ray

Y Yankee                                 Z 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:

 

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.

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songs to memorize the fifty states and capitals in order?

i'm in fifth grade and i have a test tommmoroow i have to write all the fifty states in alpha order.I also knew song that goes alabama alaska arizo arkansa california colorado i like this sone if you know that song please give me a link that would also be very helpfull
please do not do fifty nifty united states or the alminacs one please
and i need one with the capitals to

http://www.youtube.com/watch?v=ALhEGiA5k5I

It names all 50 in order and it'll get stuck in your head... The states are towards the middle of the song.. like 0:43 seconds. Good luck with your test!

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