AdjustLOV's /Call TypeOfferedGAOfferFaxAPSProvidedFirst CallResolutionBeCompleteFaxMedicalRequestGrp w/TGCompleteProperNotingProvideNewClaim TATAcknowledgeCX Concernsw/EmpathyAssist IVRCallbackCallDemonstrateEmpathyFollowthruPromisedActionKudossent toTLEducate/NavigationGAAsk "Howmay Iassist youtoday"HandledUrgentmatterSend CMPFM NewClaimPromoteSelf-serviceGABeAccurate/CheckIMSOfferEmailAPSKept callw/oTransferCMCalmedUpsetCustomerProvideMedReviewTATAssistRegisteringGAUpdateRTW/SendCMAcceptDOD/TypeoverPhoneProvideCallRef/Act#State "Idbe happyto assistyou""Thankyou forcallingGuardian"UsedBestPracticeEnd "ItsmyPleasure"Askpermission toAssist (w/oxfer CM)ProvideClaimsTATWalkthruGAMatch CXToneAppropriatelyApologizeCXFrustrationTakeOwnership/ResolveIssueKeptEscalatedcallBe Pro-activeDemonstrateWillingnessto AssistReceivedGEMAwardApologizeforMistakeProvideIProcessTATCover allCXQuestionsIncludeAttachmentsin SiebelUpdateAddresschangeAdjustLOV's /Call TypeOfferedGAOfferFaxAPSProvidedFirst CallResolutionBeCompleteFaxMedicalRequestGrp w/TGCompleteProperNotingProvideNewClaim TATAcknowledgeCX Concernsw/EmpathyAssist IVRCallbackCallDemonstrateEmpathyFollowthruPromisedActionKudossent toTLEducate/NavigationGAAsk "Howmay Iassist youtoday"HandledUrgentmatterSend CMPFM NewClaimPromoteSelf-serviceGABeAccurate/CheckIMSOfferEmailAPSKept callw/oTransferCMCalmedUpsetCustomerProvideMedReviewTATAssistRegisteringGAUpdateRTW/SendCMAcceptDOD/TypeoverPhoneProvideCallRef/Act#State "Idbe happyto assistyou""Thankyou forcallingGuardian"UsedBestPracticeEnd "ItsmyPleasure"Askpermission toAssist (w/oxfer CM)ProvideClaimsTATWalkthruGAMatch CXToneAppropriatelyApologizeCXFrustrationTakeOwnership/ResolveIssueKeptEscalatedcallBe Pro-activeDemonstrateWillingnessto AssistReceivedGEMAwardApologizeforMistakeProvideIProcessTATCover allCXQuestionsIncludeAttachmentsin SiebelUpdateAddresschange

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