Agent offersemailprogram,whereapplicableAgentexpressedempathy,whereapplicable.Agent does notacknowledgeloyalty. (Thankyou forchoosing“Scotts”)Agentprovideswronginformation tothe consumerFree!Agentaddresses allof theconsumer'squestions.Agent codes theissuecorrectly/selectsthe correctreason code.Agent avoidsinterrupting orfinishingcustomer'ssentences.No holdwasnecessary.Agent does notconcludeproperly askingif there wasanything theycould help withAn attempt wasmade to collectconsumer'scontactinformationAgent doesnot thank thecaller forcalling“Scotts”Agent usesthe propertone and iswarm,upbeat.The agentuses thepropergreeting.Agent hasmore than15 secondsof dead air.No Casewascreated inePCAgent offersemailprogram,whereapplicableAgentexpressedempathy,whereapplicable.Agent does notacknowledgeloyalty. (Thankyou forchoosing“Scotts”)Agentprovideswronginformation tothe consumerFree!Agentaddresses allof theconsumer'squestions.Agent codes theissuecorrectly/selectsthe correctreason code.Agent avoidsinterrupting orfinishingcustomer'ssentences.No holdwasnecessary.Agent does notconcludeproperly askingif there wasanything theycould help withAn attempt wasmade to collectconsumer'scontactinformationAgent doesnot thank thecaller forcalling“Scotts”Agent usesthe propertone and iswarm,upbeat.The agentuses thepropergreeting.Agent hasmore than15 secondsof dead air.No Casewascreated inePC

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