Call Shadowing Bingo

Call Shadowing Bingo Card
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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.

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Call Shadowing Bingo | call flow | Y-Jacking | LTSA Incentive! | CCP Bingo

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With players vying for a you'll have to call about __ items before someone wins. There's a __% chance that a lucky player would win after calling __ items.

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