BeCompleteProvideIProcessTATAsk "Howmay Iassist youtoday"ApologizeforMistakeProvidedFirst CallResolutionKudossent toTLAdjustLOV's /Call TypeFollowthruPromisedActionAssistRegisteringGAProvideNewClaim TATCompleteProperNotingDemonstrateWillingnessto AssistOfferEmailAPSApologizeCXFrustrationOfferFaxAPSProvideCallRef/Act#BeAccurate/CheckIMSProvideMedReviewTATHandledUrgentmatterKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)End "ItsmyPleasure"Match CXToneAppropriatelyUpdateRTW/SendCMUpdateAddresschangeEducate/NavigationGAKeptEscalatedcallAcceptDOD/TypeoverPhoneIncludeAttachmentsin SiebelPromoteSelf-serviceGA"Thankyou forcallingGuardian"Be Pro-activeProvideClaimsTATWalkthruGACalmedUpsetCustomerSend CMPFM NewClaimFaxMedicalRequestGrp w/TGDemonstrateEmpathyCover allCXQuestionsTakeOwnership/ResolveIssueState "Idbe happyto assistyou"OfferedGAAssist IVRCallbackCallAcknowledgeCX Concernsw/EmpathyUsedBestPracticeReceivedGEMAwardBeCompleteProvideIProcessTATAsk "Howmay Iassist youtoday"ApologizeforMistakeProvidedFirst CallResolutionKudossent toTLAdjustLOV's /Call TypeFollowthruPromisedActionAssistRegisteringGAProvideNewClaim TATCompleteProperNotingDemonstrateWillingnessto AssistOfferEmailAPSApologizeCXFrustrationOfferFaxAPSProvideCallRef/Act#BeAccurate/CheckIMSProvideMedReviewTATHandledUrgentmatterKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)End "ItsmyPleasure"Match CXToneAppropriatelyUpdateRTW/SendCMUpdateAddresschangeEducate/NavigationGAKeptEscalatedcallAcceptDOD/TypeoverPhoneIncludeAttachmentsin SiebelPromoteSelf-serviceGA"Thankyou forcallingGuardian"Be Pro-activeProvideClaimsTATWalkthruGACalmedUpsetCustomerSend CMPFM NewClaimFaxMedicalRequestGrp w/TGDemonstrateEmpathyCover allCXQuestionsTakeOwnership/ResolveIssueState "Idbe happyto assistyou"OfferedGAAssist IVRCallbackCallAcknowledgeCX Concernsw/EmpathyUsedBestPracticeReceivedGEMAward

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