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