Be Pro-activeProvideCallRef/Act#ReceivedGEMAwardUpdateAddresschangeProvideClaimsTATDemonstrateWillingnessto AssistApologizeforMistakeKudossent toTLAcknowledgeCX Concernsw/EmpathyPromoteSelf-serviceGACompleteProperNotingTakeOwnership/ResolveIssueDemonstrateEmpathyEnd "ItsmyPleasure"Ask "Howmay Iassist youtoday"KeptEscalatedcallIncludeAttachmentsin SiebelProvidedFirst CallResolutionUsedBestPractice"Thankyou forcallingGuardian"State "Idbe happyto assistyou"HandledUrgentmatterAdjustLOV's /Call TypeEducate/NavigationGAFollowthruPromisedActionProvideMedReviewTATCalmedUpsetCustomerAssist IVRCallbackCallBeCompleteOfferedGAUpdateRTW/SendCMWalkthruGAFaxMedicalRequestGrp w/TGOfferFaxAPSAssistRegisteringGABeAccurate/CheckIMSCover allCXQuestionsKept callw/oTransferCMProvideNewClaim TATProvideIProcessTATAskpermission toAssist (w/oxfer CM)ApologizeCXFrustrationSend CMPFM NewClaimMatch CXToneAppropriatelyOfferEmailAPSAcceptDOD/TypeoverPhoneBe Pro-activeProvideCallRef/Act#ReceivedGEMAwardUpdateAddresschangeProvideClaimsTATDemonstrateWillingnessto AssistApologizeforMistakeKudossent toTLAcknowledgeCX Concernsw/EmpathyPromoteSelf-serviceGACompleteProperNotingTakeOwnership/ResolveIssueDemonstrateEmpathyEnd "ItsmyPleasure"Ask "Howmay Iassist youtoday"KeptEscalatedcallIncludeAttachmentsin SiebelProvidedFirst CallResolutionUsedBestPractice"Thankyou forcallingGuardian"State "Idbe happyto assistyou"HandledUrgentmatterAdjustLOV's /Call TypeEducate/NavigationGAFollowthruPromisedActionProvideMedReviewTATCalmedUpsetCustomerAssist IVRCallbackCallBeCompleteOfferedGAUpdateRTW/SendCMWalkthruGAFaxMedicalRequestGrp w/TGOfferFaxAPSAssistRegisteringGABeAccurate/CheckIMSCover allCXQuestionsKept callw/oTransferCMProvideNewClaim TATProvideIProcessTATAskpermission toAssist (w/oxfer CM)ApologizeCXFrustrationSend CMPFM NewClaimMatch CXToneAppropriatelyOfferEmailAPSAcceptDOD/TypeoverPhone

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