OfferedadditionalassistanceCorrectlydocument acomplicatedinteractionSelected adispositionbeforetransferringthe callCaller needshelp findingtheir accountinformationSet thecorrectexpectationsFinish a calland think,"Yep, Inailed that."Used thecorrectscriptingNotesmatchedwhathappened onthe callUsingconfluenceGive acompleteand accuraterecap beforeclosingCaller hasa barkingdogPerfectHIPAAVerificationDid apaymentrecap beforetransferringto SPBPFollow aclient-specificprocedureperfectly fromstart to finishAsked patientif they wantedto add anemail to theiraccountDidn'tover-verify theaccountGreatactivelisteningUsed thecorrectdispositionCaller startstalking beforeyou'vefinished yourgreetingAgent madeacomplicatedissue easy tounderstandReceived acallercomplimentCaller hasa cryingchildNo holdson onefull call!Goodtone!OfferedadditionalassistanceCorrectlydocument acomplicatedinteractionSelected adispositionbeforetransferringthe callCaller needshelp findingtheir accountinformationSet thecorrectexpectationsFinish a calland think,"Yep, Inailed that."Used thecorrectscriptingNotesmatchedwhathappened onthe callUsingconfluenceGive acompleteand accuraterecap beforeclosingCaller hasa barkingdogPerfectHIPAAVerificationDid apaymentrecap beforetransferringto SPBPFollow aclient-specificprocedureperfectly fromstart to finishAsked patientif they wantedto add anemail to theiraccountDidn'tover-verify theaccountGreatactivelisteningUsed thecorrectdispositionCaller startstalking beforeyou'vefinished yourgreetingAgent madeacomplicatedissue easy tounderstandReceived acallercomplimentCaller hasa cryingchildNo holdson onefull call!Goodtone!

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