OfferedEmailAPSUsedBestPracticeProvideMedReviewTATBe Pro-activeKeptEscalatedcallProvideCallRef/Act#FollowthruPromisedActionBethoroughAskpermission toAssist (w/oxfer CM)Educate/NavigationGAAsk "Howmay Iassist youtoday"AssistRegisteringGAMatch CXToneAppropriatelyAcknowledgeCX Concernsw/EmpathyTakeOwnership/ResolveIssueFaxedMedicalRequestGrp w/TGCalmedUpsetCustomerKudossent toTLKept callw/oTransferCMProvidedFirst CallResolutionEnd call"Its myPleasure"Cover allCXQuestionsProvideClaimsTATOfferedFaxAPSAcceptDOD/TypeoverPhoneUsedgreeting"Thank youfor callingGuardian"Respond tofrustration“That’sunderstandable”UpdateAddresschangeStated:“Im sorryto hearthat”ApologizeforMistakeProvideNewClaim TATAdjustLOV's /Call TypePromoteSelf-serviceGASend CMPFM re:NewClaimCompleteProperNotingDemonstrateWillingnessto AssistBeAccurate/CheckedIMSWalkthruGAIncludeAttachmentsin SiebelOfferedGAReceivedGEMAwardHandledUrgentmatterUpdateRTW/SendCMState "Idbe happyto assistyou"ProvideIProcessTATApologizeCXFrustrationAssist IVRCallbackCallDemonstrateEmpathyOfferedEmailAPSUsedBestPracticeProvideMedReviewTATBe Pro-activeKeptEscalatedcallProvideCallRef/Act#FollowthruPromisedActionBethoroughAskpermission toAssist (w/oxfer CM)Educate/NavigationGAAsk "Howmay Iassist youtoday"AssistRegisteringGAMatch CXToneAppropriatelyAcknowledgeCX Concernsw/EmpathyTakeOwnership/ResolveIssueFaxedMedicalRequestGrp w/TGCalmedUpsetCustomerKudossent toTLKept callw/oTransferCMProvidedFirst CallResolutionEnd call"Its myPleasure"Cover allCXQuestionsProvideClaimsTATOfferedFaxAPSAcceptDOD/TypeoverPhoneUsedgreeting"Thank youfor callingGuardian"Respond tofrustration“That’sunderstandable”UpdateAddresschangeStated:“Im sorryto hearthat”ApologizeforMistakeProvideNewClaim TATAdjustLOV's /Call TypePromoteSelf-serviceGASend CMPFM re:NewClaimCompleteProperNotingDemonstrateWillingnessto AssistBeAccurate/CheckedIMSWalkthruGAIncludeAttachmentsin SiebelOfferedGAReceivedGEMAwardHandledUrgentmatterUpdateRTW/SendCMState "Idbe happyto assistyou"ProvideIProcessTATApologizeCXFrustrationAssist IVRCallbackCallDemonstrateEmpathy

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