This bingo card has a free space and 24 words: What would we say at the beginning of the call?, What do we ask the member before we wrap up the call?, Should we use profanity or vulgar language on a call with a member?, Who disconnects the call?, Should we assist the member with their needs or start talking about whats going on today?, How long can we do small talk with the members?, What verification do we need from the member to find their account?, Should we maintain a professional manner or be like whats poppin' Mrs.T?, After the recap what else do we ask the member?, Do we give out personal information of us to any of the members?, How long should we be on the phone with the member?, Should we argue with the members?, Should we interrupt the member when they are talking?, Do we notate everything we have done in the call?, When we need to transfer the member do we cold transfer them or warm transfer?, Should we show sympathy to the member or act like it is not a big deal?, Should we down the program or employees if they did not do anything correctly?, Can we ask open or close question to get a deeper understanding of the members needs?, Should we sound like a negative Nancy on the phone with the member?, If the member in hold for longer than 2 minutes what does the agent do?, Should the agent share the resolution to the member?, Do we give them a recap of the call before we end the call?, What do we ask the members when we get done verifying all their info to get into their account? and How long should a member be on hold?.
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