TakeOwnership/ResolveIssueOfferedGAKept callw/oTransferCMMatch CXToneAppropriatelyAdjustLOV's /Call TypeAssistRegisteringGAFaxedMedicalRequestGrp w/TGHandledUrgentmatterAcknowledgeCX Concernsw/EmpathyEnd call"Its myPleasure"Usedgreeting"Thank youfor callingGuardian"DemonstrateEmpathyApologizeforMistakeAskpermission toAssist (w/oxfer CM)UpdateAddresschangeAssist IVRCallbackCallOfferedEmailAPSPromoteSelf-serviceGASend CMPFM re:NewClaimProvideMedReviewTATUpdateRTW/SendCMBeAccurate/CheckedIMSWalkthruGACalmedUpsetCustomerProvidedFirst CallResolutionState "Idbe happyto assistyou"OfferedFaxAPSBe Pro-activeProvideClaimsTATReceivedGEMAwardStated:“Im sorryto hearthat”KeptEscalatedcallEducate/NavigationGAFollowthruPromisedActionUsedBestPracticeRespond tofrustration“That’sunderstandable”ProvideNewClaim TATIncludeAttachmentsin SiebelKudossent toTLAcceptDOD/TypeoverPhoneApologizeCXFrustrationCover allCXQuestionsCompleteProperNotingProvideIProcessTATDemonstrateWillingnessto AssistProvideCallRef/Act#BethoroughAsk "Howmay Iassist youtoday"TakeOwnership/ResolveIssueOfferedGAKept callw/oTransferCMMatch CXToneAppropriatelyAdjustLOV's /Call TypeAssistRegisteringGAFaxedMedicalRequestGrp w/TGHandledUrgentmatterAcknowledgeCX Concernsw/EmpathyEnd call"Its myPleasure"Usedgreeting"Thank youfor callingGuardian"DemonstrateEmpathyApologizeforMistakeAskpermission toAssist (w/oxfer CM)UpdateAddresschangeAssist IVRCallbackCallOfferedEmailAPSPromoteSelf-serviceGASend CMPFM re:NewClaimProvideMedReviewTATUpdateRTW/SendCMBeAccurate/CheckedIMSWalkthruGACalmedUpsetCustomerProvidedFirst CallResolutionState "Idbe happyto assistyou"OfferedFaxAPSBe Pro-activeProvideClaimsTATReceivedGEMAwardStated:“Im sorryto hearthat”KeptEscalatedcallEducate/NavigationGAFollowthruPromisedActionUsedBestPracticeRespond tofrustration“That’sunderstandable”ProvideNewClaim TATIncludeAttachmentsin SiebelKudossent toTLAcceptDOD/TypeoverPhoneApologizeCXFrustrationCover allCXQuestionsCompleteProperNotingProvideIProcessTATDemonstrateWillingnessto AssistProvideCallRef/Act#BethoroughAsk "Howmay Iassist youtoday"

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