Cover allCXQuestionsAcknowledgeCX Concernsw/EmpathyBe Pro-activeOfferFaxAPSUsedBestPracticeWalkthruGAApologizeCXFrustrationFaxMedicalRequestGrp w/TGAskpermission toAssist (w/oxfer CM)ApologizeforMistakeProvideCallRef/Act#FollowthruPromisedActionHandledUrgentmatterAdjustLOV's /Call TypeDemonstrateWillingnessto AssistSend CMPFM NewClaim"Thankyou forcallingGuardian"Educate/NavigationGAAcceptDOD/TypeoverPhoneProvideIProcessTATProvideClaimsTATOfferedGAPromoteSelf-serviceGAProvideMedReviewTATUpdateRTW/SendCMAssist IVRCallbackCallCompleteProperNotingCalmedUpsetCustomerIncludeAttachmentsin SiebelProvideNewClaim TATTakeOwnership/ResolveIssueEnd "ItsmyPleasure"BeCompleteReceivedGEMAwardAssistRegisteringGAAsk "Howmay Iassist youtoday"Kudossent toTLUpdateAddresschangeKept callw/oTransferCMProvidedFirst CallResolutionKeptEscalatedcallDemonstrateEmpathyBeAccurate/CheckIMSOfferEmailAPSState "Idbe happyto assistyou"Match CXToneAppropriatelyCover allCXQuestionsAcknowledgeCX Concernsw/EmpathyBe Pro-activeOfferFaxAPSUsedBestPracticeWalkthruGAApologizeCXFrustrationFaxMedicalRequestGrp w/TGAskpermission toAssist (w/oxfer CM)ApologizeforMistakeProvideCallRef/Act#FollowthruPromisedActionHandledUrgentmatterAdjustLOV's /Call TypeDemonstrateWillingnessto AssistSend CMPFM NewClaim"Thankyou forcallingGuardian"Educate/NavigationGAAcceptDOD/TypeoverPhoneProvideIProcessTATProvideClaimsTATOfferedGAPromoteSelf-serviceGAProvideMedReviewTATUpdateRTW/SendCMAssist IVRCallbackCallCompleteProperNotingCalmedUpsetCustomerIncludeAttachmentsin SiebelProvideNewClaim TATTakeOwnership/ResolveIssueEnd "ItsmyPleasure"BeCompleteReceivedGEMAwardAssistRegisteringGAAsk "Howmay Iassist youtoday"Kudossent toTLUpdateAddresschangeKept callw/oTransferCMProvidedFirst CallResolutionKeptEscalatedcallDemonstrateEmpathyBeAccurate/CheckIMSOfferEmailAPSState "Idbe happyto assistyou"Match CXToneAppropriately

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