KeptEscalatedcallOfferEmailAPSUsedBestPracticeCompleteProperNotingUpdateRTW/SendCMEnd "ItsmyPleasure"ProvideCallRef/Act#Ask "Howmay Iassist youtoday"HandledUrgentmatterPromoteSelf-serviceGAWalkthruGAAskpermission toAssist (w/oxfer CM)DemonstrateWillingnessto AssistUpdateAddresschangeAdjustLOV's /Call TypeFollowthruPromisedActionApologizeforMistakeReceivedGEMAwardBe Pro-activeOfferFaxAPS"Thankyou forcallingGuardian"TakeOwnership/ResolveIssueIncludeAttachmentsin SiebelDemonstrateEmpathyProvideClaimsTATCover allCXQuestionsEducate/NavigationGAAcceptDOD/TypeoverPhoneAssist IVRCallbackCallState "Idbe happyto assistyou"OfferedGAAssistRegisteringGAApologizeCXFrustrationCalmedUpsetCustomerProvideNewClaim TATProvideMedReviewTATBeCompleteFaxMedicalRequestGrp w/TGAcknowledgeCX Concernsw/EmpathySend CMPFM NewClaimProvideIProcessTATKudossent toTLBeAccurate/CheckIMSProvidedFirst CallResolutionMatch CXToneAppropriatelyKept callw/oTransferCMKeptEscalatedcallOfferEmailAPSUsedBestPracticeCompleteProperNotingUpdateRTW/SendCMEnd "ItsmyPleasure"ProvideCallRef/Act#Ask "Howmay Iassist youtoday"HandledUrgentmatterPromoteSelf-serviceGAWalkthruGAAskpermission toAssist (w/oxfer CM)DemonstrateWillingnessto AssistUpdateAddresschangeAdjustLOV's /Call TypeFollowthruPromisedActionApologizeforMistakeReceivedGEMAwardBe Pro-activeOfferFaxAPS"Thankyou forcallingGuardian"TakeOwnership/ResolveIssueIncludeAttachmentsin SiebelDemonstrateEmpathyProvideClaimsTATCover allCXQuestionsEducate/NavigationGAAcceptDOD/TypeoverPhoneAssist IVRCallbackCallState "Idbe happyto assistyou"OfferedGAAssistRegisteringGAApologizeCXFrustrationCalmedUpsetCustomerProvideNewClaim TATProvideMedReviewTATBeCompleteFaxMedicalRequestGrp w/TGAcknowledgeCX Concernsw/EmpathySend CMPFM NewClaimProvideIProcessTATKudossent toTLBeAccurate/CheckIMSProvidedFirst CallResolutionMatch CXToneAppropriatelyKept callw/oTransferCM

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