Kept callw/oTransferCMProvideNewClaim TATCompleteProperNotingFollowthruPromisedActionReceivedGEMAwardBeAccurate/CheckedIMSKudossent toTLMatch CXToneAppropriatelyPromoteSelf-serviceGAOfferedGAAssist IVRCallbackCallRespond tofrustration“That’sunderstandable”WalkthruGAProvideClaimsTATApologizeCXFrustrationUsedBestPracticeAsk "Howmay Iassist youtoday"Be Pro-activeAssistRegisteringGAProvideCallRef/Act#Usedgreeting"Thank youfor callingGuardian"AdjustLOV's /Call TypeProvideIProcessTATAcknowledgeCX Concernsw/EmpathyHandledUrgentmatterUpdateRTW/SendCMKeptEscalatedcallBethoroughAskpermission toAssist (w/oxfer CM)UpdateAddresschangeCalmedUpsetCustomerTakeOwnership/ResolveIssueDemonstrateWillingnessto AssistDemonstrateEmpathyEnd call"Its myPleasure"Send CMPFM re:NewClaimOfferedEmailAPSCover allCXQuestionsStated:“Im sorryto hearthat”ApologizeforMistakeState "Idbe happyto assistyou"Educate/NavigationGAFaxedMedicalRequestGrp w/TGProvideMedReviewTATProvidedFirst CallResolutionAcceptDOD/TypeoverPhoneIncludeAttachmentsin SiebelOfferedFaxAPSKept callw/oTransferCMProvideNewClaim TATCompleteProperNotingFollowthruPromisedActionReceivedGEMAwardBeAccurate/CheckedIMSKudossent toTLMatch CXToneAppropriatelyPromoteSelf-serviceGAOfferedGAAssist IVRCallbackCallRespond tofrustration“That’sunderstandable”WalkthruGAProvideClaimsTATApologizeCXFrustrationUsedBestPracticeAsk "Howmay Iassist youtoday"Be Pro-activeAssistRegisteringGAProvideCallRef/Act#Usedgreeting"Thank youfor callingGuardian"AdjustLOV's /Call TypeProvideIProcessTATAcknowledgeCX Concernsw/EmpathyHandledUrgentmatterUpdateRTW/SendCMKeptEscalatedcallBethoroughAskpermission toAssist (w/oxfer CM)UpdateAddresschangeCalmedUpsetCustomerTakeOwnership/ResolveIssueDemonstrateWillingnessto AssistDemonstrateEmpathyEnd call"Its myPleasure"Send CMPFM re:NewClaimOfferedEmailAPSCover allCXQuestionsStated:“Im sorryto hearthat”ApologizeforMistakeState "Idbe happyto assistyou"Educate/NavigationGAFaxedMedicalRequestGrp w/TGProvideMedReviewTATProvidedFirst CallResolutionAcceptDOD/TypeoverPhoneIncludeAttachmentsin SiebelOfferedFaxAPS

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