Cover allCXQuestionsMatch CXToneAppropriatelyKeptEscalatedcallReceivedGEMAwardAcknowledgeCX Concernsw/EmpathyOfferedFaxAPSFaxedMedicalRequestGrp w/TGKudossent toTLCalmedUpsetCustomerWalkthruGAStated:“Im sorryto hearthat”AssistRegisteringGAOfferedGAEducate/NavigationGAHandledUrgentmatterDemonstrateWillingnessto AssistIncludeAttachmentsin SiebelDemonstrateEmpathyProvideNewClaim TATProvideCallRef/Act#TakeOwnership/ResolveIssueUpdateAddresschangeBethoroughSend CMPFM re:NewClaimUpdateRTW/SendCMPromoteSelf-serviceGAAssist IVRCallbackCallProvidedFirst CallResolutionCompleteProperNotingApologizeforMistakeApologizeCXFrustrationState "Idbe happyto assistyou"ProvideClaimsTATUsedBestPracticeFollowthruPromisedActionRespond tofrustration“That’sunderstandable”ProvideIProcessTATAsk "Howmay Iassist youtoday"AdjustLOV's /Call TypeProvideMedReviewTATOfferedEmailAPSBeAccurate/CheckedIMSUsedgreeting"Thank youfor callingGuardian"End call"Its myPleasure"Be Pro-activeKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)AcceptDOD/TypeoverPhoneCover allCXQuestionsMatch CXToneAppropriatelyKeptEscalatedcallReceivedGEMAwardAcknowledgeCX Concernsw/EmpathyOfferedFaxAPSFaxedMedicalRequestGrp w/TGKudossent toTLCalmedUpsetCustomerWalkthruGAStated:“Im sorryto hearthat”AssistRegisteringGAOfferedGAEducate/NavigationGAHandledUrgentmatterDemonstrateWillingnessto AssistIncludeAttachmentsin SiebelDemonstrateEmpathyProvideNewClaim TATProvideCallRef/Act#TakeOwnership/ResolveIssueUpdateAddresschangeBethoroughSend CMPFM re:NewClaimUpdateRTW/SendCMPromoteSelf-serviceGAAssist IVRCallbackCallProvidedFirst CallResolutionCompleteProperNotingApologizeforMistakeApologizeCXFrustrationState "Idbe happyto assistyou"ProvideClaimsTATUsedBestPracticeFollowthruPromisedActionRespond tofrustration“That’sunderstandable”ProvideIProcessTATAsk "Howmay Iassist youtoday"AdjustLOV's /Call TypeProvideMedReviewTATOfferedEmailAPSBeAccurate/CheckedIMSUsedgreeting"Thank youfor callingGuardian"End call"Its myPleasure"Be Pro-activeKept callw/oTransferCMAskpermission toAssist (w/oxfer CM)AcceptDOD/TypeoverPhone

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.


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