Ask "Howmay Iassist youtoday"WalkthruGAHandledUrgentmatterDemonstrateWillingnessto AssistProvideCallRef/Act#ProvidedFirst CallResolutionReceivedGEMAwardAdjustLOV's /Call TypeFollowthruPromisedActionBeCompleteAskpermission toAssist (w/oxfer CM)CompleteProperNotingProvideClaimsTATPromoteSelf-serviceGAApologizeCXFrustrationEnd "ItsmyPleasure"UpdateAddresschangeAssistRegisteringGAUsedBestPracticeDemonstrateEmpathyAssist IVRCallbackCallKeptEscalatedcallProvideNewClaim TATProvideMedReviewTAT"Thankyou forcallingGuardian"OfferFaxAPSEducate/NavigationGACover allCXQuestionsProvideIProcessTATMatch CXToneAppropriatelyIncludeAttachmentsin SiebelKept callw/oTransferCMKudossent toTLFaxMedicalRequestGrp w/TGOfferedGATakeOwnership/ResolveIssueCalmedUpsetCustomerBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneState "Idbe happyto assistyou"Be Pro-activeSend CMPFM NewClaimApologizeforMistakeAcknowledgeCX Concernsw/EmpathyOfferEmailAPSUpdateRTW/SendCMAsk "Howmay Iassist youtoday"WalkthruGAHandledUrgentmatterDemonstrateWillingnessto AssistProvideCallRef/Act#ProvidedFirst CallResolutionReceivedGEMAwardAdjustLOV's /Call TypeFollowthruPromisedActionBeCompleteAskpermission toAssist (w/oxfer CM)CompleteProperNotingProvideClaimsTATPromoteSelf-serviceGAApologizeCXFrustrationEnd "ItsmyPleasure"UpdateAddresschangeAssistRegisteringGAUsedBestPracticeDemonstrateEmpathyAssist IVRCallbackCallKeptEscalatedcallProvideNewClaim TATProvideMedReviewTAT"Thankyou forcallingGuardian"OfferFaxAPSEducate/NavigationGACover allCXQuestionsProvideIProcessTATMatch CXToneAppropriatelyIncludeAttachmentsin SiebelKept callw/oTransferCMKudossent toTLFaxMedicalRequestGrp w/TGOfferedGATakeOwnership/ResolveIssueCalmedUpsetCustomerBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneState "Idbe happyto assistyou"Be Pro-activeSend CMPFM NewClaimApologizeforMistakeAcknowledgeCX Concernsw/EmpathyOfferEmailAPSUpdateRTW/SendCM

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