End "ItsmyPleasure"ProvidedFirst CallResolutionAskpermission toAssist (w/oxfer CM)Match CXToneAppropriatelyEducate/NavigationGACompleteProperNotingBeCompleteBe Pro-activeHandledUrgentmatterSend CMPFM NewClaimIncludeAttachmentsin SiebelApologizeCXFrustrationProvideNewClaim TATBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneFaxMedicalRequestGrp w/TGFollowthruPromisedActionAssist IVRCallbackCallUpdateAddresschangeOfferFaxAPSKept callw/oTransferCMAssistRegisteringGADemonstrateWillingnessto AssistProvideIProcessTATAcknowledgeCX Concernsw/EmpathyApologizeforMistakePromoteSelf-serviceGAWalkthruGAOfferEmailAPSProvideMedReviewTATDemonstrateEmpathyAsk "Howmay Iassist youtoday"KeptEscalatedcallTakeOwnership/ResolveIssueReceivedGEMAwardProvideClaimsTATProvideCallRef/Act#Kudossent toTLOfferedGACover allCXQuestionsUpdateRTW/SendCMState "Idbe happyto assistyou"CalmedUpsetCustomerAdjustLOV's /Call TypeUsedBestPractice"Thankyou forcallingGuardian"End "ItsmyPleasure"ProvidedFirst CallResolutionAskpermission toAssist (w/oxfer CM)Match CXToneAppropriatelyEducate/NavigationGACompleteProperNotingBeCompleteBe Pro-activeHandledUrgentmatterSend CMPFM NewClaimIncludeAttachmentsin SiebelApologizeCXFrustrationProvideNewClaim TATBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneFaxMedicalRequestGrp w/TGFollowthruPromisedActionAssist IVRCallbackCallUpdateAddresschangeOfferFaxAPSKept callw/oTransferCMAssistRegisteringGADemonstrateWillingnessto AssistProvideIProcessTATAcknowledgeCX Concernsw/EmpathyApologizeforMistakePromoteSelf-serviceGAWalkthruGAOfferEmailAPSProvideMedReviewTATDemonstrateEmpathyAsk "Howmay Iassist youtoday"KeptEscalatedcallTakeOwnership/ResolveIssueReceivedGEMAwardProvideClaimsTATProvideCallRef/Act#Kudossent toTLOfferedGACover allCXQuestionsUpdateRTW/SendCMState "Idbe happyto assistyou"CalmedUpsetCustomerAdjustLOV's /Call TypeUsedBestPractice"Thankyou forcallingGuardian"

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