Educate/NavigationGAAskpermission toAssist (w/oxfer CM)CompleteProperNotingProvideIProcessTATKept callw/oTransferCMRespond tofrustration“That’sunderstandable”Match CXToneAppropriatelySend CMPFM re:NewClaimCalmedUpsetCustomerAcceptDOD/TypeoverPhoneAssist IVRCallbackCallCover allCXQuestionsState "Idbe happyto assistyou"OfferedEmailAPSUpdateRTW/SendCMProvideClaimsTATKudossent toTLAsk "Howmay Iassist youtoday"KeptEscalatedcallDemonstrateEmpathyBe Pro-activeHandledUrgentmatterWalkthruGAApologizeforMistakeUsedBestPracticeProvideCallRef/Act#DemonstrateWillingnessto AssistBeAccurate/CheckedIMSStated:“Im sorryto hearthat”End call"Its myPleasure"ReceivedGEMAwardApologizeCXFrustrationAcknowledgeCX Concernsw/EmpathyFollowthruPromisedActionAdjustLOV's /Call TypeUsedgreeting"Thank youfor callingGuardian"PromoteSelf-serviceGAOfferedGAIncludeAttachmentsin SiebelProvidedFirst CallResolutionBethoroughUpdateAddresschangeProvideMedReviewTATAssistRegisteringGAProvideNewClaim TATFaxedMedicalRequestGrp w/TGOfferedFaxAPSTakeOwnership/ResolveIssueEducate/NavigationGAAskpermission toAssist (w/oxfer CM)CompleteProperNotingProvideIProcessTATKept callw/oTransferCMRespond tofrustration“That’sunderstandable”Match CXToneAppropriatelySend CMPFM re:NewClaimCalmedUpsetCustomerAcceptDOD/TypeoverPhoneAssist IVRCallbackCallCover allCXQuestionsState "Idbe happyto assistyou"OfferedEmailAPSUpdateRTW/SendCMProvideClaimsTATKudossent toTLAsk "Howmay Iassist youtoday"KeptEscalatedcallDemonstrateEmpathyBe Pro-activeHandledUrgentmatterWalkthruGAApologizeforMistakeUsedBestPracticeProvideCallRef/Act#DemonstrateWillingnessto AssistBeAccurate/CheckedIMSStated:“Im sorryto hearthat”End call"Its myPleasure"ReceivedGEMAwardApologizeCXFrustrationAcknowledgeCX Concernsw/EmpathyFollowthruPromisedActionAdjustLOV's /Call TypeUsedgreeting"Thank youfor callingGuardian"PromoteSelf-serviceGAOfferedGAIncludeAttachmentsin SiebelProvidedFirst CallResolutionBethoroughUpdateAddresschangeProvideMedReviewTATAssistRegisteringGAProvideNewClaim TATFaxedMedicalRequestGrp w/TGOfferedFaxAPSTakeOwnership/ResolveIssue

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