State "Idbe happyto assistyou"PromoteSelf-serviceGAWalkthruGAProvideNewClaim TATAcceptDOD/TypeoverPhoneProvideCallRef/Act#Cover allCXQuestionsSend CMPFM NewClaimCompleteProperNotingUpdateAddresschangeDemonstrateWillingnessto AssistProvidedFirst CallResolutionEducate/NavigationGADemonstrateEmpathyCalmedUpsetCustomerProvideIProcessTATHandledUrgentmatterAdjustLOV's /Call TypeApologizeforMistakeProvideClaimsTATAssistRegisteringGABeAccurate/CheckIMS"Thankyou forcallingGuardian"Kept callw/oTransferCMApologizeCXFrustrationOfferedGABe Pro-activeAssist IVRCallbackCallMatch CXToneAppropriatelyKeptEscalatedcallTakeOwnership/ResolveIssueReceivedGEMAwardFollowthruPromisedActionAskpermission toAssist (w/oxfer CM)UsedBestPracticeKudossent toTLEnd "ItsmyPleasure"OfferEmailAPSUpdateRTW/SendCMAcknowledgeCX Concernsw/EmpathyOfferFaxAPSProvideMedReviewTATIncludeAttachmentsin SiebelFaxMedicalRequestGrp w/TGBeCompleteAsk "Howmay Iassist youtoday"State "Idbe happyto assistyou"PromoteSelf-serviceGAWalkthruGAProvideNewClaim TATAcceptDOD/TypeoverPhoneProvideCallRef/Act#Cover allCXQuestionsSend CMPFM NewClaimCompleteProperNotingUpdateAddresschangeDemonstrateWillingnessto AssistProvidedFirst CallResolutionEducate/NavigationGADemonstrateEmpathyCalmedUpsetCustomerProvideIProcessTATHandledUrgentmatterAdjustLOV's /Call TypeApologizeforMistakeProvideClaimsTATAssistRegisteringGABeAccurate/CheckIMS"Thankyou forcallingGuardian"Kept callw/oTransferCMApologizeCXFrustrationOfferedGABe Pro-activeAssist IVRCallbackCallMatch CXToneAppropriatelyKeptEscalatedcallTakeOwnership/ResolveIssueReceivedGEMAwardFollowthruPromisedActionAskpermission toAssist (w/oxfer CM)UsedBestPracticeKudossent toTLEnd "ItsmyPleasure"OfferEmailAPSUpdateRTW/SendCMAcknowledgeCX Concernsw/EmpathyOfferFaxAPSProvideMedReviewTATIncludeAttachmentsin SiebelFaxMedicalRequestGrp w/TGBeCompleteAsk "Howmay Iassist youtoday"

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
  1. State "Id be happy to assist you"
  2. Promote Self-service GA
  3. Walk thru GA
  4. Provide New Claim TAT
  5. Accept DOD/Type over Phone
  6. Provide Call Ref/Act#
  7. Cover all CX Questions
  8. Send CM PFM New Claim
  9. Complete Proper Noting
  10. Update Address change
  11. Demonstrate Willingness to Assist
  12. Provided First Call Resolution
  13. Educate/Navigation GA
  14. Demonstrate Empathy
  15. Calmed Upset Customer
  16. Provide IProcess TAT
  17. Handled Urgent matter
  18. Adjust LOV's / Call Type
  19. Apologize for Mistake
  20. Provide Claims TAT
  21. Assist Registering GA
  22. Be Accurate/Check IMS
  23. "Thank you for calling Guardian"
  24. Kept call w/o Transfer CM
  25. Apologize CX Frustration
  26. Offered GA
  27. Be Pro-active
  28. Assist IVR Callback Call
  29. Match CX Tone Appropriately
  30. Kept Escalated call
  31. Take Ownership/Resolve Issue
  32. Received GEM Award
  33. Follow thru Promised Action
  34. Ask permission to Assist (w/o xfer CM)
  35. Used Best Practice
  36. Kudos sent to TL
  37. End "Its my Pleasure"
  38. Offer Email APS
  39. Update RTW/Send CM
  40. Acknowledge CX Concerns w/Empathy
  41. Offer Fax APS
  42. Provide Med Review TAT
  43. Include Attachments in Siebel
  44. Fax Medical Request Grp w/TG
  45. Be Complete
  46. Ask "How may I assist you today"