Follow aclient-specificprocedureperfectly fromstart to finishGreatactivelisteningCaller needshelp findingtheir accountinformationCaller hasa barkingdogSet thecorrectexpectationsSelected adispositionbeforetransferringthe callUsed thecorrectscriptingReceived acallercomplimentCorrectlydocument acomplicatedinteractionCaller hasa cryingchildNo holdson onefull call!UsingconfluenceDid apaymentrecap beforetransferringto SPBPDidn'tover-verify theaccountAsked patientif they wantedto add anemail to theiraccountFinish a calland think,"Yep, Inailed that."Notesmatchedwhathappened onthe callAgent madeacomplicatedissue easy tounderstandGoodtone!PerfectHIPAAVerificationGive acompleteand accuraterecap beforeclosingCaller startstalking beforeyou'vefinished yourgreetingUsed thecorrectdispositionOfferedadditionalassistanceFollow aclient-specificprocedureperfectly fromstart to finishGreatactivelisteningCaller needshelp findingtheir accountinformationCaller hasa barkingdogSet thecorrectexpectationsSelected adispositionbeforetransferringthe callUsed thecorrectscriptingReceived acallercomplimentCorrectlydocument acomplicatedinteractionCaller hasa cryingchildNo holdson onefull call!UsingconfluenceDid apaymentrecap beforetransferringto SPBPDidn'tover-verify theaccountAsked patientif they wantedto add anemail to theiraccountFinish a calland think,"Yep, Inailed that."Notesmatchedwhathappened onthe callAgent madeacomplicatedissue easy tounderstandGoodtone!PerfectHIPAAVerificationGive acompleteand accuraterecap beforeclosingCaller startstalking beforeyou'vefinished yourgreetingUsed thecorrectdispositionOfferedadditionalassistance

QA Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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
I
2
O
3
O
4
O
5
N
6
B
7
B
8
G
9
G
10
I
11
O
12
N
13
N
14
G
15
I
16
G
17
B
18
G
19
O
20
B
21
N
22
B
23
I
24
I
  1. I-Follow a client-specific procedure perfectly from start to finish
  2. O-Great active listening
  3. O-Caller needs help finding their account information
  4. O-Caller has a barking dog
  5. N-Set the correct expectations
  6. B-Selected a disposition before transferring the call
  7. B-Used the correct scripting
  8. G-Received a caller compliment
  9. G-Correctly document a complicated interaction
  10. I-Caller has a crying child
  11. O-No holds on one full call!
  12. N-Using confluence
  13. N-Did a payment recap before transferring to SPBP
  14. G-Didn't over-verify the account
  15. I-Asked patient if they wanted to add an email to their account
  16. G-Finish a call and think, "Yep, I nailed that."
  17. B-Notes matched what happened on the call
  18. G-Agent made a complicated issue easy to understand
  19. O-Good tone!
  20. B-Perfect HIPAA Verification
  21. N-Give a complete and accurate recap before closing
  22. B-Caller starts talking before you've finished your greeting
  23. I-Used the correct disposition
  24. I-Offered additional assistance