AcknowledgeCX Concernsw/EmpathyTakeOwnership/ResolveIssueProvideIProcessTATReceivedGEMAwardState "Idbe happyto assistyou"ApologizeCXFrustrationProvideMedReviewTATKept callw/oTransferCMDemonstrateWillingnessto AssistAsk "Howmay Iassist youtoday"UpdateRTW/SendCMFaxMedicalRequestGrp w/TGEnd "ItsmyPleasure"Cover allCXQuestionsBeAccurate/CheckIMSAdjustLOV's /Call TypeKeptEscalatedcallOfferFaxAPSSend CMPFM NewClaimAcceptDOD/TypeoverPhoneCalmedUpsetCustomerEducate/NavigationGACompleteProperNotingOfferedGAFollowthruPromisedActionMatch CXToneAppropriatelyAskpermission toAssist (w/oxfer CM)UsedBestPracticePromoteSelf-serviceGAKudossent toTLProvideCallRef/Act#ProvidedFirst CallResolutionDemonstrateEmpathyProvideClaimsTATOfferEmailAPSIncludeAttachmentsin Siebel"Thankyou forcallingGuardian"Assist IVRCallbackCallProvideNewClaim TATAssistRegisteringGAUpdateAddresschangeApologizeforMistakeBe Pro-activeBeCompleteWalkthruGAHandledUrgentmatterAcknowledgeCX Concernsw/EmpathyTakeOwnership/ResolveIssueProvideIProcessTATReceivedGEMAwardState "Idbe happyto assistyou"ApologizeCXFrustrationProvideMedReviewTATKept callw/oTransferCMDemonstrateWillingnessto AssistAsk "Howmay Iassist youtoday"UpdateRTW/SendCMFaxMedicalRequestGrp w/TGEnd "ItsmyPleasure"Cover allCXQuestionsBeAccurate/CheckIMSAdjustLOV's /Call TypeKeptEscalatedcallOfferFaxAPSSend CMPFM NewClaimAcceptDOD/TypeoverPhoneCalmedUpsetCustomerEducate/NavigationGACompleteProperNotingOfferedGAFollowthruPromisedActionMatch CXToneAppropriatelyAskpermission toAssist (w/oxfer CM)UsedBestPracticePromoteSelf-serviceGAKudossent toTLProvideCallRef/Act#ProvidedFirst CallResolutionDemonstrateEmpathyProvideClaimsTATOfferEmailAPSIncludeAttachmentsin Siebel"Thankyou forcallingGuardian"Assist IVRCallbackCallProvideNewClaim TATAssistRegisteringGAUpdateAddresschangeApologizeforMistakeBe Pro-activeBeCompleteWalkthruGAHandledUrgentmatter

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
  1. Acknowledge CX Concerns w/Empathy
  2. Take Ownership/Resolve Issue
  3. Provide IProcess TAT
  4. Received GEM Award
  5. State "Id be happy to assist you"
  6. Apologize CX Frustration
  7. Provide Med Review TAT
  8. Kept call w/o Transfer CM
  9. Demonstrate Willingness to Assist
  10. Ask "How may I assist you today"
  11. Update RTW/Send CM
  12. Fax Medical Request Grp w/TG
  13. End "Its my Pleasure"
  14. Cover all CX Questions
  15. Be Accurate/Check IMS
  16. Adjust LOV's / Call Type
  17. Kept Escalated call
  18. Offer Fax APS
  19. Send CM PFM New Claim
  20. Accept DOD/Type over Phone
  21. Calmed Upset Customer
  22. Educate/Navigation GA
  23. Complete Proper Noting
  24. Offered GA
  25. Follow thru Promised Action
  26. Match CX Tone Appropriately
  27. Ask permission to Assist (w/o xfer CM)
  28. Used Best Practice
  29. Promote Self-service GA
  30. Kudos sent to TL
  31. Provide Call Ref/Act#
  32. Provided First Call Resolution
  33. Demonstrate Empathy
  34. Provide Claims TAT
  35. Offer Email APS
  36. Include Attachments in Siebel
  37. "Thank you for calling Guardian"
  38. Assist IVR Callback Call
  39. Provide New Claim TAT
  40. Assist Registering GA
  41. Update Address change
  42. Apologize for Mistake
  43. Be Pro-active
  44. Be Complete
  45. Walk thru GA
  46. Handled Urgent matter