Agent madeacomplicatedissue easy tounderstandCaller needshelp findingtheir accountinformationCaller hasa barkingdogFollow aclient-specificprocedureperfectly fromstart to finishCorrectlydocument acomplicatedinteractionCaller hasa cryingchildSet thecorrectexpectationsReceived acallercomplimentDid apaymentrecap beforetransferringto SPBPNotesmatchedwhathappened onthe callGreatactivelisteningUsingconfluenceSelected adispositionbeforetransferringthe callGoodtone!Caller startstalking beforeyou'vefinished yourgreetingDidn'tover-verify theaccountUsed thecorrectscriptingUsed thecorrectdispositionFinish a calland think,"Yep, Inailed that."PerfectHIPAAVerificationNo holdson onefull call!OfferedadditionalassistanceAsked patientif they wantedto add anemail to theiraccountGive acompleteand accuraterecap beforeclosingAgent madeacomplicatedissue easy tounderstandCaller needshelp findingtheir accountinformationCaller hasa barkingdogFollow aclient-specificprocedureperfectly fromstart to finishCorrectlydocument acomplicatedinteractionCaller hasa cryingchildSet thecorrectexpectationsReceived acallercomplimentDid apaymentrecap beforetransferringto SPBPNotesmatchedwhathappened onthe callGreatactivelisteningUsingconfluenceSelected adispositionbeforetransferringthe callGoodtone!Caller startstalking beforeyou'vefinished yourgreetingDidn'tover-verify theaccountUsed thecorrectscriptingUsed thecorrectdispositionFinish a calland think,"Yep, Inailed that."PerfectHIPAAVerificationNo holdson onefull call!OfferedadditionalassistanceAsked patientif they wantedto add anemail to theiraccountGive acompleteand accuraterecap beforeclosing

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