Selected adispositionbeforetransferringthe callDid apaymentrecap beforetransferringto SPBPNotesmatchedwhathappened onthe callReceived acallercomplimentCorrectlydocument acomplicatedinteractionFinish a calland think,"Yep, Inailed that."Caller hasa barkingdogCaller hasa cryingchildAsked patientif they wantedto add anemail to theiraccountDidn'tover-verify theaccountSet thecorrectexpectationsUsed thecorrectscriptingPerfectHIPAAVerificationUsed thecorrectdispositionCaller needshelp findingtheir accountinformationOfferedadditionalassistanceNo holdson onefull call!Agent madeacomplicatedissue easy tounderstandGreatactivelisteningUsingconfluenceGive acompleteand accuraterecap beforeclosingGoodtone!Caller startstalking beforeyou'vefinished yourgreetingFollow aclient-specificprocedureperfectly fromstart to finishSelected adispositionbeforetransferringthe callDid apaymentrecap beforetransferringto SPBPNotesmatchedwhathappened onthe callReceived acallercomplimentCorrectlydocument acomplicatedinteractionFinish a calland think,"Yep, Inailed that."Caller hasa barkingdogCaller hasa cryingchildAsked patientif they wantedto add anemail to theiraccountDidn'tover-verify theaccountSet thecorrectexpectationsUsed thecorrectscriptingPerfectHIPAAVerificationUsed thecorrectdispositionCaller needshelp findingtheir accountinformationOfferedadditionalassistanceNo holdson onefull call!Agent madeacomplicatedissue easy tounderstandGreatactivelisteningUsingconfluenceGive acompleteand accuraterecap beforeclosingGoodtone!Caller startstalking beforeyou'vefinished yourgreetingFollow aclient-specificprocedureperfectly fromstart to finish

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