Jacqui Frost

Donald Duck Vs A Call Handling Service

What do they have in common?

Posted on: 27/11/2014   By: Jacqui Frost

Well, as Jenny explained in her last blog post, sometimes our callers are a bit like Donald Duck and it's very difficult to understand them. He is described on Wikipedia as 'semi intelligible' so when we get callers using mobiles in bad signal areas, we rely quite heavily on the phonetic alphabet ...

Thankfully, all of Donald's friends can understand him, but back in the real world, a good call handling service always use the phonetic alphabet when it's difficult to hear callers!

Thankfully, all of Donald's friends can understand him, but back in the real world, a good call handling service always use the phonetic alphabet when it's difficult to hear callers!

So I thought I would share the phonetic alphabet with you. It's used throughout the English speaking world and you might find it makes it easier when clarifying things like post codes and the spelling of names with your suppliers and clients alike.

  1. Alpha

  2. Bravo

  3. Charlie

  4. Delta

  5. Echo

  6. Foxtrot

  7. Golf

  8. Hotel

  9. India

  10. Juliet

  11. Kilo

  12. Lima

  13. Mike

  14. November

  15. Oscar

  16. Papa

  17. Quebec

  18. Romeo

  19. Sierra

  20. Tango

  21. Uniform

  22. Victor

  23. Whiskey

  24. X-ray

  25. Yankee

  26. Zulu

The phonetic alphabet was first developed by the International Civil Aviation Organization (ICAO), and was then adopted by many other international and national organizations, including the North Atlantic Treaty Organization (NATO) before finding its way into general use.

It's like the great grandson of the much older International Code of Signals (INTERCO), which originally included visual signals by flags or flashing light, sound signals by whistle, siren, foghorn, or bell, as well as one, two, or three letter codes for many phrases.

In today's world of telephone communication it is far more valuable to us as call handlers than flashing lights when it comes to confirming the spelling of names and postcodes. It is also easier when you know it by heart as it saves you having to think of a word associated with the letter, which can sound unprofessional.

So if you'd like to use a professional call handling service that uses the phonetic alphabet to clarify important information on your behalf, call us on +44 (0) 1604 529170 or click here to ping over an email and we'll charlie-alpha-lima-lima you right back!

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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