DemonstrateWillingnessto AssistKudossent toTLFaxedMedicalRequestGrp w/TGUsedgreeting"Thank youfor callingGuardian"Stated:“Im sorryto hearthat”BeAccurate/CheckedIMSUpdateRTW/SendCMAcceptDOD/TypeoverPhoneAssist IVRCallbackCallBethoroughAssistRegisteringGAAsk "Howmay Iassist youtoday"ProvidedFirst CallResolutionEnd call"Its myPleasure"PromoteSelf-serviceGAState "Idbe happyto assistyou"ReceivedGEMAwardRespond tofrustration“That’sunderstandable”ProvideCallRef/Act#CalmedUpsetCustomerHandledUrgentmatterProvideIProcessTATCover allCXQuestionsOfferedEmailAPSApologizeCXFrustrationBe Pro-activeOfferedGAWalkthruGAAdjustLOV's /Call TypeUpdateAddresschangeAcknowledgeCX Concernsw/EmpathyAskpermission toAssist (w/oxfer CM)OfferedFaxAPSKeptEscalatedcallFollowthruPromisedActionCompleteProperNotingUsedBestPracticeProvideClaimsTATMatch CXToneAppropriatelyDemonstrateEmpathyApologizeforMistakeProvideNewClaim TATKept callw/oTransferCMProvideMedReviewTATEducate/NavigationGATakeOwnership/ResolveIssueSend CMPFM re:NewClaimIncludeAttachmentsin SiebelDemonstrateWillingnessto AssistKudossent toTLFaxedMedicalRequestGrp w/TGUsedgreeting"Thank youfor callingGuardian"Stated:“Im sorryto hearthat”BeAccurate/CheckedIMSUpdateRTW/SendCMAcceptDOD/TypeoverPhoneAssist IVRCallbackCallBethoroughAssistRegisteringGAAsk "Howmay Iassist youtoday"ProvidedFirst CallResolutionEnd call"Its myPleasure"PromoteSelf-serviceGAState "Idbe happyto assistyou"ReceivedGEMAwardRespond tofrustration“That’sunderstandable”ProvideCallRef/Act#CalmedUpsetCustomerHandledUrgentmatterProvideIProcessTATCover allCXQuestionsOfferedEmailAPSApologizeCXFrustrationBe Pro-activeOfferedGAWalkthruGAAdjustLOV's /Call TypeUpdateAddresschangeAcknowledgeCX Concernsw/EmpathyAskpermission toAssist (w/oxfer CM)OfferedFaxAPSKeptEscalatedcallFollowthruPromisedActionCompleteProperNotingUsedBestPracticeProvideClaimsTATMatch CXToneAppropriatelyDemonstrateEmpathyApologizeforMistakeProvideNewClaim TATKept callw/oTransferCMProvideMedReviewTATEducate/NavigationGATakeOwnership/ResolveIssueSend CMPFM re:NewClaimIncludeAttachmentsin Siebel

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.


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