(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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Agent uses the proper tone and is warm, upbeat.
The agent uses the proper greeting.
Agent does not conclude properly asking if there was anything they could help with
Agent does not acknowledge loyalty. (Thank you for choosing “Scotts”)
No Case was created in ePC
Agent has more than 15 seconds of dead air.
Agent does not thank the caller for calling “Scotts”
Agent codes the issue correctly/selects the correct reason code.
Agent offers email program, where applicable
Agent expressed empathy, where applicable.
An attempt was made to collect consumer's contact information
Agent addresses all of the consumer's questions.
Agent provides wrong information to the consumer
No hold was necessary.
Agent avoids interrupting or finishing customer's sentences.
