ApologizeforMistakeOfferedGAAcceptDOD/TypeoverPhoneAskpermission toAssist (w/oxfer CM)HandledUrgentmatterFaxMedicalRequestGrp w/TGReceivedGEMAwardKudossent toTLBeAccurate/CheckIMSAssistRegisteringGAProvideClaimsTATProvidedFirst CallResolutionCompleteProperNotingProvideIProcessTATFollowthruPromisedActionCover allCXQuestionsAcknowledgeCX Concernsw/EmpathyCalmedUpsetCustomerDemonstrateEmpathySend CMPFM NewClaimBe Pro-active"Thankyou forcallingGuardian"End "ItsmyPleasure"UpdateRTW/SendCMPromoteSelf-serviceGAProvideCallRef/Act#State "Idbe happyto assistyou"Assist IVRCallbackCallAsk "Howmay Iassist youtoday"UsedBestPracticeTakeOwnership/ResolveIssueProvideNewClaim TATBeCompleteMatch CXToneAppropriatelyProvideMedReviewTATAdjustLOV's /Call TypeDemonstrateWillingnessto AssistOfferFaxAPSWalkthruGAEducate/NavigationGAKept callw/oTransferCMKeptEscalatedcallApologizeCXFrustrationIncludeAttachmentsin SiebelOfferEmailAPSUpdateAddresschangeApologizeforMistakeOfferedGAAcceptDOD/TypeoverPhoneAskpermission toAssist (w/oxfer CM)HandledUrgentmatterFaxMedicalRequestGrp w/TGReceivedGEMAwardKudossent toTLBeAccurate/CheckIMSAssistRegisteringGAProvideClaimsTATProvidedFirst CallResolutionCompleteProperNotingProvideIProcessTATFollowthruPromisedActionCover allCXQuestionsAcknowledgeCX Concernsw/EmpathyCalmedUpsetCustomerDemonstrateEmpathySend CMPFM NewClaimBe Pro-active"Thankyou forcallingGuardian"End "ItsmyPleasure"UpdateRTW/SendCMPromoteSelf-serviceGAProvideCallRef/Act#State "Idbe happyto assistyou"Assist IVRCallbackCallAsk "Howmay Iassist youtoday"UsedBestPracticeTakeOwnership/ResolveIssueProvideNewClaim TATBeCompleteMatch CXToneAppropriatelyProvideMedReviewTATAdjustLOV's /Call TypeDemonstrateWillingnessto AssistOfferFaxAPSWalkthruGAEducate/NavigationGAKept callw/oTransferCMKeptEscalatedcallApologizeCXFrustrationIncludeAttachmentsin SiebelOfferEmailAPSUpdateAddresschange

DI Customer Experience Bingo - 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. Apologize for Mistake
  2. Offered GA
  3. Accept DOD/Type over Phone
  4. Ask permission to Assist (w/o xfer CM)
  5. Handled Urgent matter
  6. Fax Medical Request Grp w/TG
  7. Received GEM Award
  8. Kudos sent to TL
  9. Be Accurate/Check IMS
  10. Assist Registering GA
  11. Provide Claims TAT
  12. Provided First Call Resolution
  13. Complete Proper Noting
  14. Provide IProcess TAT
  15. Follow thru Promised Action
  16. Cover all CX Questions
  17. Acknowledge CX Concerns w/Empathy
  18. Calmed Upset Customer
  19. Demonstrate Empathy
  20. Send CM PFM New Claim
  21. Be Pro-active
  22. "Thank you for calling Guardian"
  23. End "Its my Pleasure"
  24. Update RTW/Send CM
  25. Promote Self-service GA
  26. Provide Call Ref/Act#
  27. State "Id be happy to assist you"
  28. Assist IVR Callback Call
  29. Ask "How may I assist you today"
  30. Used Best Practice
  31. Take Ownership/Resolve Issue
  32. Provide New Claim TAT
  33. Be Complete
  34. Match CX Tone Appropriately
  35. Provide Med Review TAT
  36. Adjust LOV's / Call Type
  37. Demonstrate Willingness to Assist
  38. Offer Fax APS
  39. Walk thru GA
  40. Educate/Navigation GA
  41. Kept call w/o Transfer CM
  42. Kept Escalated call
  43. Apologize CX Frustration
  44. Include Attachments in Siebel
  45. Offer Email APS
  46. Update Address change