Match CXToneAppropriatelyDemonstrateWillingnessto AssistOfferFaxAPSProvideCallRef/Act#ReceivedGEMAwardEducate/NavigationGAAcceptDOD/TypeoverPhoneAsk "Howmay Iassist youtoday"Kudossent toTLTakeOwnership/ResolveIssueAdjustLOV's /Call TypeProvideMedReviewTAT"Thankyou forcallingGuardian"AcknowledgeCX Concernsw/EmpathyBe Pro-activeIncludeAttachmentsin SiebelBeCompleteUsedBestPracticeKeptEscalatedcallUpdateRTW/SendCMKept callw/oTransferCMProvideIProcessTATFaxMedicalRequestGrp w/TGAskpermission toAssist (w/oxfer CM)FollowthruPromisedActionProvideClaimsTATState "Idbe happyto assistyou"PromoteSelf-serviceGABeAccurate/CheckIMSCompleteProperNotingProvidedFirst CallResolutionDemonstrateEmpathyOfferEmailAPSAssistRegisteringGAWalkthruGAOfferedGASend CMPFM NewClaimApologizeCXFrustrationHandledUrgentmatterCover allCXQuestionsUpdateAddresschangeEnd "ItsmyPleasure"ApologizeforMistakeAssist IVRCallbackCallProvideNewClaim TATCalmedUpsetCustomerMatch CXToneAppropriatelyDemonstrateWillingnessto AssistOfferFaxAPSProvideCallRef/Act#ReceivedGEMAwardEducate/NavigationGAAcceptDOD/TypeoverPhoneAsk "Howmay Iassist youtoday"Kudossent toTLTakeOwnership/ResolveIssueAdjustLOV's /Call TypeProvideMedReviewTAT"Thankyou forcallingGuardian"AcknowledgeCX Concernsw/EmpathyBe Pro-activeIncludeAttachmentsin SiebelBeCompleteUsedBestPracticeKeptEscalatedcallUpdateRTW/SendCMKept callw/oTransferCMProvideIProcessTATFaxMedicalRequestGrp w/TGAskpermission toAssist (w/oxfer CM)FollowthruPromisedActionProvideClaimsTATState "Idbe happyto assistyou"PromoteSelf-serviceGABeAccurate/CheckIMSCompleteProperNotingProvidedFirst CallResolutionDemonstrateEmpathyOfferEmailAPSAssistRegisteringGAWalkthruGAOfferedGASend CMPFM NewClaimApologizeCXFrustrationHandledUrgentmatterCover allCXQuestionsUpdateAddresschangeEnd "ItsmyPleasure"ApologizeforMistakeAssist IVRCallbackCallProvideNewClaim TATCalmedUpsetCustomer

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