DemonstrateWillingnessto AssistHandledUrgentmatterUsedBestPracticeKept callw/oTransferCMIncludeAttachmentsin SiebelAsk "Howmay Iassist youtoday"DemonstrateEmpathySend CMPFM re:NewClaimReceivedGEMAwardBe Pro-activeBeAccurate/CheckedIMSCompleteProperNotingAssist IVRCallbackCallProvidedFirst CallResolutionFollowthruPromisedActionAcknowledgeCX Concernsw/EmpathyMatch CXToneAppropriatelyProvideNewClaim TATAcceptDOD/TypeoverPhoneTakeOwnership/ResolveIssueProvideClaimsTATPromoteSelf-serviceGAKudossent toTLUpdateRTW/SendCMFaxedMedicalRequestGrp w/TGEducate/NavigationGAEnd call"Its myPleasure"AssistRegisteringGAApologizeCXFrustrationKeptEscalatedcallRespond tofrustration“That’sunderstandable”OfferedFaxAPSState "Idbe happyto assistyou"WalkthruGAProvideIProcessTATOfferedGAUpdateAddresschangeProvideCallRef/Act#AdjustLOV's /Call TypeUsedgreeting"Thank youfor callingGuardian"CalmedUpsetCustomerProvideMedReviewTATCover allCXQuestionsApologizeforMistakeBethoroughAskpermission toAssist (w/oxfer CM)OfferedEmailAPSStated:“Im sorryto hearthat”DemonstrateWillingnessto AssistHandledUrgentmatterUsedBestPracticeKept callw/oTransferCMIncludeAttachmentsin SiebelAsk "Howmay Iassist youtoday"DemonstrateEmpathySend CMPFM re:NewClaimReceivedGEMAwardBe Pro-activeBeAccurate/CheckedIMSCompleteProperNotingAssist IVRCallbackCallProvidedFirst CallResolutionFollowthruPromisedActionAcknowledgeCX Concernsw/EmpathyMatch CXToneAppropriatelyProvideNewClaim TATAcceptDOD/TypeoverPhoneTakeOwnership/ResolveIssueProvideClaimsTATPromoteSelf-serviceGAKudossent toTLUpdateRTW/SendCMFaxedMedicalRequestGrp w/TGEducate/NavigationGAEnd call"Its myPleasure"AssistRegisteringGAApologizeCXFrustrationKeptEscalatedcallRespond tofrustration“That’sunderstandable”OfferedFaxAPSState "Idbe happyto assistyou"WalkthruGAProvideIProcessTATOfferedGAUpdateAddresschangeProvideCallRef/Act#AdjustLOV's /Call TypeUsedgreeting"Thank youfor callingGuardian"CalmedUpsetCustomerProvideMedReviewTATCover allCXQuestionsApologizeforMistakeBethoroughAskpermission toAssist (w/oxfer CM)OfferedEmailAPSStated:“Im sorryto hearthat”

DI Customer Experience - 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
47
48
  1. Demonstrate Willingness to Assist
  2. Handled Urgent matter
  3. Used Best Practice
  4. Kept call w/o Transfer CM
  5. Include Attachments in Siebel
  6. Ask "How may I assist you today"
  7. Demonstrate Empathy
  8. Send CM PFM re: New Claim
  9. Received GEM Award
  10. Be Pro-active
  11. Be Accurate/Checked IMS
  12. Complete Proper Noting
  13. Assist IVR Callback Call
  14. Provided First Call Resolution
  15. Follow thru Promised Action
  16. Acknowledge CX Concerns w/Empathy
  17. Match CX Tone Appropriately
  18. Provide New Claim TAT
  19. Accept DOD/Type over Phone
  20. Take Ownership/Resolve Issue
  21. Provide Claims TAT
  22. Promote Self-service GA
  23. Kudos sent to TL
  24. Update RTW/Send CM
  25. Faxed Medical Request Grp w/TG
  26. Educate/Navigation GA
  27. End call "Its my Pleasure"
  28. Assist Registering GA
  29. Apologize CX Frustration
  30. Kept Escalated call
  31. Respond to frustration “That’s understandable”
  32. Offered Fax APS
  33. State "Id be happy to assist you"
  34. Walk thru GA
  35. Provide IProcess TAT
  36. Offered GA
  37. Update Address change
  38. Provide Call Ref/Act#
  39. Adjust LOV's / Call Type
  40. Used greeting "Thank you for calling Guardian"
  41. Calmed Upset Customer
  42. Provide Med Review TAT
  43. Cover all CX Questions
  44. Apologize for Mistake
  45. Be thorough
  46. Ask permission to Assist (w/o xfer CM)
  47. Offered Email APS
  48. Stated: “Im sorry to hear that”