Process:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate People:Privacy/Marketing-Abuse/PhishingPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Process:Claims andFraud-ClaimDecisionDisputed/LateProblem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate Service:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived Process:Claims/Fraud-Identity TheftPeople: CallTransfers/Disconnects-Disconnected CallService: ATM-Available BillDenominationsProcess:Card Issues-Carddecline/notworking.PROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution PROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam PROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption PROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe PROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers Problem:Claims andFraudProblemDetails:Claim not filed PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update Process: CreditReporting-InaccurateReporting onCredit ReportProcess:Account/LoanIssue-RiskActionPROBLEM:Claims/FraudPROBLEM DETAILS:Claim DecisionDisputed/Late | ClaimDecisionDisputed/Wrong Problem:Call Handling/TreatmentPROBLEM DETAILS:Incorrect/IncompleteInformation Given |Employee ProvidedIncorrect Information/DidNot Communicate People:Privacy/Marketing-Abuse/PhishingPROBLEM:CallHandling/TreatmentPROBLEM DETAILS:Agent Behavior/RudeTreatment | PriorEmployee Unable orUnwilling ToAssist/Resolve Process:Claims andFraud-ClaimDecisionDisputed/LateProblem: Facilities-FC/Advance CenterPROBLEM DETAILS:AuthenticationProcessReferred to FC toAuthenticate Service:Facilities-FC/AdvanceCenter-CheckCashing PolicyPROBLEM:Card Issues(Credit/Debit/ATM)PROBLEMDETAILS:ProcessingTimeframe PROBLEM:Facilities-FC/AdvanceCenterPROBLEMDETAILS:Wait Time PROBLEM:Claims/FraudPROBLEMDETAILS:Fraud Alerts Issue| Alert NotReceived Process:Claims/Fraud-Identity TheftPeople: CallTransfers/Disconnects-Disconnected CallService: ATM-Available BillDenominationsProcess:Card Issues-Carddecline/notworking.PROBLEM:CallHandling/TreatmentPROBLEMDETAILS:Lack Of Follow Upand/or Resolution PROBLEM:Claims/FraudPROBLEM DETAILS:Third Party Fraud |Bank Did Not PreventFraud or Scam PROBLEM:IVRPROBLEM DETAILS:IVR Not Working AsExpected | IVR DidNot Offer DesiredOption PROBLEM:Claims/FraudPROBLEMDETAILS:ProcessingTimeframe PROBLEM:CallTransfers/DisconnectsPROBLEM DETAILS:MultipleContacts/Transfers Problem:Claims andFraudProblemDetails:Claim not filed PROBLEM:Claims/FraudPROBLEMDETAILS:Claim FiledIncorrectly/Not Filed| Claim Not Filed PROBLEM:OnlineBanking/DesktopPROBLEM DETAILS:Account Profile |Email IncorrectUnable To Update 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. Process: Account/Loan Issue-Risk Action
  2. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Decision Disputed/Late | Claim Decision Disputed/Wrong
  3. Problem: Call Handling/Treatment PROBLEM DETAILS: Incorrect/Incomplete Information Given | Employee Provided Incorrect Information/Did Not Communicate
  4. People: Privacy/Marketing- Abuse/Phishing
  5. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Agent Behavior/Rude Treatment | Prior Employee Unable or Unwilling To Assist/Resolve
  6. Process: Claims and Fraud-Claim Decision Disputed/Late
  7. Problem: Facilities- FC/Advance Center PROBLEM DETAILS: Authentication Process Referred to FC to Authenticate
  8. Service: Facilities- FC/Advance Center-Check Cashing Policy
  9. PROBLEM: Card Issues (Credit/Debit/ATM) PROBLEM DETAILS: Processing Timeframe
  10. PROBLEM: Facilities- FC/Advance Center PROBLEM DETAILS: Wait Time
  11. PROBLEM: Claims/Fraud PROBLEM DETAILS: Fraud Alerts Issue | Alert Not Received
  12. Process: Claims/Fraud- Identity Theft
  13. People: Call Transfers/Disconnects- Disconnected Call
  14. Service: ATM-Available Bill Denominations
  15. Process: Card Issues- Card decline/not working.
  16. PROBLEM: Call Handling/Treatment PROBLEM DETAILS: Lack Of Follow Up and/or Resolution
  17. PROBLEM: Claims/Fraud PROBLEM DETAILS: Third Party Fraud | Bank Did Not Prevent Fraud or Scam
  18. PROBLEM: IVR PROBLEM DETAILS: IVR Not Working As Expected | IVR Did Not Offer Desired Option
  19. PROBLEM: Claims/Fraud PROBLEM DETAILS: Processing Timeframe
  20. PROBLEM: Call Transfers/Disconnects PROBLEM DETAILS: Multiple Contacts/Transfers
  21. Problem: Claims and Fraud Problem Details: Claim not filed
  22. PROBLEM: Claims/Fraud PROBLEM DETAILS: Claim Filed Incorrectly/Not Filed | Claim Not Filed
  23. PROBLEM: Online Banking/Desktop PROBLEM DETAILS: Account Profile | Email Incorrect Unable To Update
  24. Process: Credit Reporting- Inaccurate Reporting on Credit Report