Ask "Howmay Iassist youtoday"AcknowledgeCX Concernsw/EmpathyProvideClaimsTATProvidedFirst CallResolutionEducate/NavigationGAUpdateAddresschangeProvideMedReviewTATKudossent toTLFaxMedicalRequestGrp w/TGCalmedUpsetCustomerState "Idbe happyto assistyou"CompleteProperNotingEnd "ItsmyPleasure"HandledUrgentmatterAssist IVRCallbackCallMatch CXToneAppropriatelyOfferedGAProvideCallRef/Act#FollowthruPromisedActionKeptEscalatedcallOfferFaxAPSCover allCXQuestionsDemonstrateEmpathyTakeOwnership/ResolveIssueUpdateRTW/SendCMAcceptDOD/TypeoverPhoneApologizeforMistakeAdjustLOV's /Call TypeKept callw/oTransferCMUsedBestPracticeAssistRegisteringGABe Pro-activeDemonstrateWillingnessto Assist"Thankyou forcallingGuardian"ReceivedGEMAwardIncludeAttachmentsin SiebelSend CMPFM NewClaimProvideNewClaim TATOfferEmailAPSProvideIProcessTATBeAccurate/CheckIMSBeCompleteAskpermission toAssist (w/oxfer CM)PromoteSelf-serviceGAWalkthruGAApologizeCXFrustrationAsk "Howmay Iassist youtoday"AcknowledgeCX Concernsw/EmpathyProvideClaimsTATProvidedFirst CallResolutionEducate/NavigationGAUpdateAddresschangeProvideMedReviewTATKudossent toTLFaxMedicalRequestGrp w/TGCalmedUpsetCustomerState "Idbe happyto assistyou"CompleteProperNotingEnd "ItsmyPleasure"HandledUrgentmatterAssist IVRCallbackCallMatch CXToneAppropriatelyOfferedGAProvideCallRef/Act#FollowthruPromisedActionKeptEscalatedcallOfferFaxAPSCover allCXQuestionsDemonstrateEmpathyTakeOwnership/ResolveIssueUpdateRTW/SendCMAcceptDOD/TypeoverPhoneApologizeforMistakeAdjustLOV's /Call TypeKept callw/oTransferCMUsedBestPracticeAssistRegisteringGABe Pro-activeDemonstrateWillingnessto Assist"Thankyou forcallingGuardian"ReceivedGEMAwardIncludeAttachmentsin SiebelSend CMPFM NewClaimProvideNewClaim TATOfferEmailAPSProvideIProcessTATBeAccurate/CheckIMSBeCompleteAskpermission toAssist (w/oxfer CM)PromoteSelf-serviceGAWalkthruGAApologizeCXFrustration

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