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

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