KeptEscalatedcallHandledUrgentmatterCover allCXQuestionsApologizeCXFrustrationAsk "Howmay Iassist youtoday"ProvidedFirst CallResolutionProvideCallRef/Act#Assist IVRCallbackCallDemonstrateWillingnessto AssistAcknowledgeCX Concernsw/EmpathySend CMPFM NewClaimProvideClaimsTATIncludeAttachmentsin SiebelCalmedUpsetCustomerUpdateAddresschangeUsedBestPracticeBeAccurate/CheckIMSWalkthruGA"Thankyou forcallingGuardian"AssistRegisteringGAOfferEmailAPSFaxMedicalRequestGrp w/TGProvideNewClaim TATOfferFaxAPSAdjustLOV's /Call TypePromoteSelf-serviceGAEducate/NavigationGAApologizeforMistakeTakeOwnership/ResolveIssueBeCompleteProvideIProcessTATKudossent toTLCompleteProperNotingMatch CXToneAppropriatelyReceivedGEMAwardKept callw/oTransferCMBe Pro-activeState "Idbe happyto assistyou"End "ItsmyPleasure"FollowthruPromisedActionProvideMedReviewTATAskpermission toAssist (w/oxfer CM)DemonstrateEmpathyUpdateRTW/SendCMAcceptDOD/TypeoverPhoneOfferedGAKeptEscalatedcallHandledUrgentmatterCover allCXQuestionsApologizeCXFrustrationAsk "Howmay Iassist youtoday"ProvidedFirst CallResolutionProvideCallRef/Act#Assist IVRCallbackCallDemonstrateWillingnessto AssistAcknowledgeCX Concernsw/EmpathySend CMPFM NewClaimProvideClaimsTATIncludeAttachmentsin SiebelCalmedUpsetCustomerUpdateAddresschangeUsedBestPracticeBeAccurate/CheckIMSWalkthruGA"Thankyou forcallingGuardian"AssistRegisteringGAOfferEmailAPSFaxMedicalRequestGrp w/TGProvideNewClaim TATOfferFaxAPSAdjustLOV's /Call TypePromoteSelf-serviceGAEducate/NavigationGAApologizeforMistakeTakeOwnership/ResolveIssueBeCompleteProvideIProcessTATKudossent toTLCompleteProperNotingMatch CXToneAppropriatelyReceivedGEMAwardKept callw/oTransferCMBe Pro-activeState "Idbe happyto assistyou"End "ItsmyPleasure"FollowthruPromisedActionProvideMedReviewTATAskpermission toAssist (w/oxfer CM)DemonstrateEmpathyUpdateRTW/SendCMAcceptDOD/TypeoverPhoneOfferedGA

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