This bingo card has 25 words: Customer gave you a compliment, Resilience: You de-escalated an irate customer, Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave), Received 1 Kudos call, Customer Recognition: Used the customer’s name at least 2 times on 7 calls, Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call, Problem Ownership: You identified and took ownership of recurring issues on a call, Problem Ownership: You recapped the solutions provided before ending the call, Setting Expectations: You stated the goal of the call on 3 calls, Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call, Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call, Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call, Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls, Customer Recognition: You verified the name of the caller and any persons spoken to during the call, Customer Recognition: You verified security account measures on 3 calls, Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls, Customer Recognition: You used notes on the account to avoid duplication of efforts, You resolved a residential video call without a truck roll, You transferred a call to Technical Support, You took a payment for a customer, You set up Easy Pay for 3 customers, You set up Paperless Billing for 3 customers, You reconnected a customer’s service, You scheduled an installation for a new customer and You upgraded an HSD package for a customer.
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