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

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