CalmedUpsetCustomerDemonstrateEmpathyKudossent toTLProvideIProcessTATOfferEmailAPSWalkthruGAHandledUrgentmatterApologizeforMistakeEducate/NavigationGACover allCXQuestionsMatch CXToneAppropriatelyKept callw/oTransferCMOfferFaxAPSDemonstrateWillingnessto AssistAssist IVRCallbackCallAssistRegisteringGAProvidedFirst CallResolutionProvideCallRef/Act#ApologizeCXFrustrationBeAccurate/CheckIMSUpdateRTW/SendCMCompleteProperNotingFaxMedicalRequestGrp w/TGBeCompleteEnd "ItsmyPleasure"ProvideClaimsTAT"Thankyou forcallingGuardian"ProvideMedReviewTATUpdateAddresschangeBe Pro-activePromoteSelf-serviceGAOfferedGAKeptEscalatedcallAcceptDOD/TypeoverPhoneTakeOwnership/ResolveIssueState "Idbe happyto assistyou"IncludeAttachmentsin SiebelAcknowledgeCX Concernsw/EmpathyAdjustLOV's /Call TypeFollowthruPromisedActionReceivedGEMAwardUsedBestPracticeAskpermission toAssist (w/oxfer CM)Send CMPFM NewClaimProvideNewClaim TATAsk "Howmay Iassist youtoday"CalmedUpsetCustomerDemonstrateEmpathyKudossent toTLProvideIProcessTATOfferEmailAPSWalkthruGAHandledUrgentmatterApologizeforMistakeEducate/NavigationGACover allCXQuestionsMatch CXToneAppropriatelyKept callw/oTransferCMOfferFaxAPSDemonstrateWillingnessto AssistAssist IVRCallbackCallAssistRegisteringGAProvidedFirst CallResolutionProvideCallRef/Act#ApologizeCXFrustrationBeAccurate/CheckIMSUpdateRTW/SendCMCompleteProperNotingFaxMedicalRequestGrp w/TGBeCompleteEnd "ItsmyPleasure"ProvideClaimsTAT"Thankyou forcallingGuardian"ProvideMedReviewTATUpdateAddresschangeBe Pro-activePromoteSelf-serviceGAOfferedGAKeptEscalatedcallAcceptDOD/TypeoverPhoneTakeOwnership/ResolveIssueState "Idbe happyto assistyou"IncludeAttachmentsin SiebelAcknowledgeCX Concernsw/EmpathyAdjustLOV's /Call TypeFollowthruPromisedActionReceivedGEMAwardUsedBestPracticeAskpermission toAssist (w/oxfer CM)Send CMPFM NewClaimProvideNewClaim TATAsk "Howmay Iassist youtoday"

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