OfferEmailAPSMatch CXToneAppropriatelyUpdateRTW/SendCMBe Pro-activeApologizeCXFrustrationReceivedGEMAwardKudossent toTLDemonstrateEmpathySend CMPFM NewClaimAdjustLOV's /Call TypeState "Idbe happyto assistyou"ProvideClaimsTATCompleteProperNotingUpdateAddresschangeUsedBestPracticeDemonstrateWillingnessto AssistKept callw/oTransferCMHandledUrgentmatterApologizeforMistakeBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)ProvideCallRef/Act#BeCompleteCalmedUpsetCustomerFollowthruPromisedActionFaxMedicalRequestGrp w/TGProvideNewClaim TATProvideMedReviewTATEnd "ItsmyPleasure"ProvidedFirst CallResolutionAcknowledgeCX Concernsw/EmpathyEducate/NavigationGAOfferedGAAsk "Howmay Iassist youtoday"WalkthruGAPromoteSelf-serviceGATakeOwnership/ResolveIssueOfferFaxAPSProvideIProcessTATKeptEscalatedcall"Thankyou forcallingGuardian"Cover allCXQuestionsAssistRegisteringGAIncludeAttachmentsin SiebelOfferEmailAPSMatch CXToneAppropriatelyUpdateRTW/SendCMBe Pro-activeApologizeCXFrustrationReceivedGEMAwardKudossent toTLDemonstrateEmpathySend CMPFM NewClaimAdjustLOV's /Call TypeState "Idbe happyto assistyou"ProvideClaimsTATCompleteProperNotingUpdateAddresschangeUsedBestPracticeDemonstrateWillingnessto AssistKept callw/oTransferCMHandledUrgentmatterApologizeforMistakeBeAccurate/CheckIMSAcceptDOD/TypeoverPhoneAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)ProvideCallRef/Act#BeCompleteCalmedUpsetCustomerFollowthruPromisedActionFaxMedicalRequestGrp w/TGProvideNewClaim TATProvideMedReviewTATEnd "ItsmyPleasure"ProvidedFirst CallResolutionAcknowledgeCX Concernsw/EmpathyEducate/NavigationGAOfferedGAAsk "Howmay Iassist youtoday"WalkthruGAPromoteSelf-serviceGATakeOwnership/ResolveIssueOfferFaxAPSProvideIProcessTATKeptEscalatedcall"Thankyou forcallingGuardian"Cover allCXQuestionsAssistRegisteringGAIncludeAttachmentsin Siebel

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