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