Assist IVRCallbackCallWalkthruGABethoroughStated:“Im sorryto hearthat”BeAccurate/CheckedIMSKept callw/oTransferCMUpdateAddresschangeProvideClaimsTATProvidedFirst CallResolutionIncludeAttachmentsin SiebelDemonstrateEmpathyState "Idbe happyto assistyou"ProvideCallRef/Act#TakeOwnership/ResolveIssueCompleteProperNotingProvideIProcessTATAcceptDOD/TypeoverPhoneApologizeforMistakeFaxedMedicalRequestGrp w/TGEducate/NavigationGAAskpermission toAssist (w/oxfer CM)ProvideNewClaim TATRespond tofrustration“That’sunderstandable”OfferedFaxAPSUpdateRTW/SendCMAssistRegisteringGAAdjustLOV's /Call TypeCover allCXQuestionsUsedBestPracticeAsk "Howmay Iassist youtoday"KeptEscalatedcallBe Pro-activeAcknowledgeCX Concernsw/EmpathyDemonstrateWillingnessto AssistHandledUrgentmatterKudossent toTLOfferedGASend CMPFM re:NewClaimEnd call"Its myPleasure"ApologizeCXFrustrationMatch CXToneAppropriatelyCalmedUpsetCustomerOfferedEmailAPSProvideMedReviewTATReceivedGEMAwardUsedgreeting"Thank youfor callingGuardian"FollowthruPromisedActionPromoteSelf-serviceGAAssist IVRCallbackCallWalkthruGABethoroughStated:“Im sorryto hearthat”BeAccurate/CheckedIMSKept callw/oTransferCMUpdateAddresschangeProvideClaimsTATProvidedFirst CallResolutionIncludeAttachmentsin SiebelDemonstrateEmpathyState "Idbe happyto assistyou"ProvideCallRef/Act#TakeOwnership/ResolveIssueCompleteProperNotingProvideIProcessTATAcceptDOD/TypeoverPhoneApologizeforMistakeFaxedMedicalRequestGrp w/TGEducate/NavigationGAAskpermission toAssist (w/oxfer CM)ProvideNewClaim TATRespond tofrustration“That’sunderstandable”OfferedFaxAPSUpdateRTW/SendCMAssistRegisteringGAAdjustLOV's /Call TypeCover allCXQuestionsUsedBestPracticeAsk "Howmay Iassist youtoday"KeptEscalatedcallBe Pro-activeAcknowledgeCX Concernsw/EmpathyDemonstrateWillingnessto AssistHandledUrgentmatterKudossent toTLOfferedGASend CMPFM re:NewClaimEnd call"Its myPleasure"ApologizeCXFrustrationMatch CXToneAppropriatelyCalmedUpsetCustomerOfferedEmailAPSProvideMedReviewTATReceivedGEMAwardUsedgreeting"Thank youfor callingGuardian"FollowthruPromisedActionPromoteSelf-serviceGA

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