KeptEscalatedcallApologizeCXFrustrationTakeOwnership/ResolveIssueMatch CXToneAppropriatelyPromoteSelf-serviceGAReceivedGEMAwardOfferFaxAPSBeCompleteHandledUrgentmatterUsedBestPracticeFaxMedicalRequestGrp w/TGOfferedGAOfferEmailAPSAsk "Howmay Iassist youtoday"Kudossent toTLBe Pro-activeProvideCallRef/Act#ProvideNewClaim TAT"Thankyou forcallingGuardian"WalkthruGAState "Idbe happyto assistyou"AcceptDOD/TypeoverPhoneProvideMedReviewTATProvidedFirst CallResolutionBeAccurate/CheckIMSProvideIProcessTATAcknowledgeCX Concernsw/EmpathyIncludeAttachmentsin SiebelApologizeforMistakeEducate/NavigationGASend CMPFM NewClaimFollowthruPromisedActionCalmedUpsetCustomerEnd "ItsmyPleasure"CompleteProperNotingAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)Kept callw/oTransferCMProvideClaimsTATAssistRegisteringGADemonstrateWillingnessto AssistCover allCXQuestionsUpdateAddresschangeUpdateRTW/SendCMDemonstrateEmpathyAdjustLOV's /Call TypeKeptEscalatedcallApologizeCXFrustrationTakeOwnership/ResolveIssueMatch CXToneAppropriatelyPromoteSelf-serviceGAReceivedGEMAwardOfferFaxAPSBeCompleteHandledUrgentmatterUsedBestPracticeFaxMedicalRequestGrp w/TGOfferedGAOfferEmailAPSAsk "Howmay Iassist youtoday"Kudossent toTLBe Pro-activeProvideCallRef/Act#ProvideNewClaim TAT"Thankyou forcallingGuardian"WalkthruGAState "Idbe happyto assistyou"AcceptDOD/TypeoverPhoneProvideMedReviewTATProvidedFirst CallResolutionBeAccurate/CheckIMSProvideIProcessTATAcknowledgeCX Concernsw/EmpathyIncludeAttachmentsin SiebelApologizeforMistakeEducate/NavigationGASend CMPFM NewClaimFollowthruPromisedActionCalmedUpsetCustomerEnd "ItsmyPleasure"CompleteProperNotingAssist IVRCallbackCallAskpermission toAssist (w/oxfer CM)Kept callw/oTransferCMProvideClaimsTATAssistRegisteringGADemonstrateWillingnessto AssistCover allCXQuestionsUpdateAddresschangeUpdateRTW/SendCMDemonstrateEmpathyAdjustLOV's /Call Type

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
  1. Kept Escalated call
  2. Apologize CX Frustration
  3. Take Ownership/Resolve Issue
  4. Match CX Tone Appropriately
  5. Promote Self-service GA
  6. Received GEM Award
  7. Offer Fax APS
  8. Be Complete
  9. Handled Urgent matter
  10. Used Best Practice
  11. Fax Medical Request Grp w/TG
  12. Offered GA
  13. Offer Email APS
  14. Ask "How may I assist you today"
  15. Kudos sent to TL
  16. Be Pro-active
  17. Provide Call Ref/Act#
  18. Provide New Claim TAT
  19. "Thank you for calling Guardian"
  20. Walk thru GA
  21. State "Id be happy to assist you"
  22. Accept DOD/Type over Phone
  23. Provide Med Review TAT
  24. Provided First Call Resolution
  25. Be Accurate/Check IMS
  26. Provide IProcess TAT
  27. Acknowledge CX Concerns w/Empathy
  28. Include Attachments in Siebel
  29. Apologize for Mistake
  30. Educate/Navigation GA
  31. Send CM PFM New Claim
  32. Follow thru Promised Action
  33. Calmed Upset Customer
  34. End "Its my Pleasure"
  35. Complete Proper Noting
  36. Assist IVR Callback Call
  37. Ask permission to Assist (w/o xfer CM)
  38. Kept call w/o Transfer CM
  39. Provide Claims TAT
  40. Assist Registering GA
  41. Demonstrate Willingness to Assist
  42. Cover all CX Questions
  43. Update Address change
  44. Update RTW/Send CM
  45. Demonstrate Empathy
  46. Adjust LOV's / Call Type