This bingo card has 17 words: Authentication Successfully Completed/ Acknowledged, Completed a task without having to call another department, Deescalated upset customer, Exhibited the "Welcoming" element of MIP, Repeated the customer's reason for calling, Asked the customer a connection question, Expressed Empathy, Made a payment, Free!, Exhibited the "Thankful" element of MIP, Provided self-service options (OLB/Mobile App/ATM), Recap what assistance has been provided at the end of the call, Issued a replacement credit card, Used Step-Up to Perform a High-risk Request, FCR, "Can Do" statement used and Representative asks customer a connection question.
Call Shadowing Bingo | call flow | LTSA Incentive! | Y-Jacking | CCP Bingo
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