Problem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe PROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution Process:Claims/Fraud-Identity TheftPROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers PROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong People: CallTransfers/Disconnects-Disconnected CallPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time Process:Claims andFraud-ClaimDecisionDisputed/LatePROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam Process: CreditReporting-InaccurateReporting onCredit ReportService:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Problem:Claims andFraudProblemDetails:Claim not filed PROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed Process:Card Issues-Carddecline/notworking.Process:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived People:Privacy/Marketing-Abuse/PhishingService: ATM-Available BillDenominationsProblem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate PROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe PROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution Process:Claims/Fraud-Identity TheftPROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers PROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong People: CallTransfers/Disconnects-Disconnected CallPROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time Process:Claims andFraud-ClaimDecisionDisputed/LatePROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam Process: CreditReporting-InaccurateReporting onCredit ReportService:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Problem:Claims andFraudProblemDetails:Claim not filed PROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed Process:Card Issues-Carddecline/notworking.Process:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived People:Privacy/Marketing-Abuse/PhishingService: ATM-Available BillDenominations

Complaint Capture - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Problem: Facilities- FC/Advance Center PROBLEM DETAILS: Authentication Process Referred to FC to Authenticate
  2. PROBLEM: Card Issues (Credit/Debit/ATM) PROBLEM DETAILS: Processing Timeframe
  3. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Lack Of Follow Up and/or Resolution
  4. Process: Claims/Fraud- Identity Theft
  5. PROBLEM: Call Transfers/Disconnects PROBLEM DETAILS: Multiple Contacts/Transfers
  6. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Decision Disputed/Late | Claim Decision Disputed/Wrong
  7. People: Call Transfers/Disconnects- Disconnected Call
  8. PROBLEM: Online Banking/Desktop PROBLEM DETAILS: Account Profile | Email Incorrect Unable To Update
  9. PROBLEM: Facilities- FC/Advance Center PROBLEM DETAILS: Wait Time
  10. Process: Claims and Fraud-Claim Decision Disputed/Late
  11. PROBLEM: Claims/Fraud PROBLEM DETAILS: Third Party Fraud | Bank Did Not Prevent Fraud or Scam
  12. Process: Credit Reporting- Inaccurate Reporting on Credit Report
  13. Service: Facilities- FC/Advance Center-Check Cashing Policy
  14. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Agent Behavior/Rude Treatment | Prior Employee Unable or Unwilling To Assist/Resolve
  15. Problem: Claims and Fraud Problem Details: Claim not filed
  16. PROBLEM: IVR PROBLEM DETAILS: IVR Not Working As Expected | IVR Did Not Offer Desired Option
  17. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Filed Incorrectly/Not Filed | Claim Not Filed
  18. Process: Card Issues- Card decline/not working.
  19. Process: Account/Loan Issue-Risk Action
  20. PROBLEM: Claims/Fraud PROBLEM DETAILS: Processing Timeframe
  21. Problem: Call Handling/Treatment PROBLEM DETAILS: Incorrect/Incomplete Information Given | Employee Provided Incorrect Information/Did Not Communicate
  22. PROBLEM: Claims/Fraud PROBLEM DETAILS: Fraud Alerts Issue | Alert Not Received
  23. People: Privacy/Marketing- Abuse/Phishing
  24. Service: ATM-Available Bill Denominations