Offer Email APS Match CX Tone Appropriately Update RTW/Send CM Be Pro- active Apologize CX Frustration Received GEM Award Kudos sent to TL Demonstrate Empathy Send CM PFM New Claim Adjust LOV's / Call Type State "Id be happy to assist you" Provide Claims TAT Complete Proper Noting Update Address change Used Best Practice Demonstrate Willingness to Assist Kept call w/o Transfer CM Handled Urgent matter Apologize for Mistake Be Accurate/Check IMS Accept DOD/Type over Phone Assist IVR Callback Call Ask permission to Assist (w/o xfer CM) Provide Call Ref/Act# Be Complete Calmed Upset Customer Follow thru Promised Action Fax Medical Request Grp w/TG Provide New Claim TAT Provide Med Review TAT End "Its my Pleasure" Provided First Call Resolution Acknowledge CX Concerns w/Empathy Educate/Navigation GA Offered GA Ask "How may I assist you today" Walk thru GA Promote Self- service GA Take Ownership/Resolve Issue Offer Fax APS Provide IProcess TAT Kept Escalated call "Thank you for calling Guardian" Cover all CX Questions Assist Registering GA Include Attachments in Siebel Offer Email APS Match CX Tone Appropriately Update RTW/Send CM Be Pro- active Apologize CX Frustration Received GEM Award Kudos sent to TL Demonstrate Empathy Send CM PFM New Claim Adjust LOV's / Call Type State "Id be happy to assist you" Provide Claims TAT Complete Proper Noting Update Address change Used Best Practice Demonstrate Willingness to Assist Kept call w/o Transfer CM Handled Urgent matter Apologize for Mistake Be Accurate/Check IMS Accept DOD/Type over Phone Assist IVR Callback Call Ask permission to Assist (w/o xfer CM) Provide Call Ref/Act# Be Complete Calmed Upset Customer Follow thru Promised Action Fax Medical Request Grp w/TG Provide New Claim TAT Provide Med Review TAT End "Its my Pleasure" Provided First Call Resolution Acknowledge CX Concerns w/Empathy Educate/Navigation GA Offered GA Ask "How may I assist you today" Walk thru GA Promote Self- service GA Take Ownership/Resolve Issue Offer Fax APS Provide IProcess TAT Kept Escalated call "Thank you for calling Guardian" Cover all CX Questions Assist Registering GA Include Attachments in Siebel
(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.
Offer Email APS
Match CX Tone Appropriately
Update RTW/Send CM
Be Pro-active
Apologize CX Frustration
Received GEM Award
Kudos sent to TL
Demonstrate Empathy
Send CM PFM New Claim
Adjust LOV's / Call Type
State "Id be happy to assist you"
Provide Claims TAT
Complete Proper Noting
Update Address change
Used Best Practice
Demonstrate Willingness to Assist
Kept call w/o Transfer CM
Handled Urgent matter
Apologize for Mistake
Be Accurate/Check IMS
Accept DOD/Type over Phone
Assist IVR Callback Call
Ask permission to Assist (w/o xfer CM)
Provide Call Ref/Act#
Be Complete
Calmed Upset Customer
Follow thru Promised Action
Fax Medical Request Grp w/TG
Provide New Claim TAT
Provide Med Review TAT
End "Its my Pleasure"
Provided First Call Resolution
Acknowledge CX Concerns w/Empathy
Educate/Navigation GA
Offered GA
Ask "How may I assist you today"
Walk thru GA
Promote Self-service GA
Take Ownership/Resolve Issue
Offer Fax APS
Provide IProcess TAT
Kept Escalated call
"Thank you for calling Guardian"
Cover all CX Questions
Assist Registering GA
Include Attachments in Siebel