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

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.


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