IncludeAttachmentsin SiebelPromoteSelf-serviceGAFaxedMedicalRequestGrp w/TGReceivedGEMAwardRespond tofrustration“That’sunderstandable”FollowthruPromisedActionEnd call"Its myPleasure"AcknowledgeCX Concernsw/EmpathyBethoroughMatch CXToneAppropriatelyAssist IVRCallbackCallDemonstrateWillingnessto AssistTakeOwnership/ResolveIssueUpdateAddresschangeAsk "Howmay Iassist youtoday"ProvideNewClaim TATCompleteProperNotingAdjustLOV's /Call TypeProvideClaimsTATAssistRegisteringGAOfferedFaxAPSKudossent toTLKeptEscalatedcallUsedBestPracticeBe Pro-activeState "Idbe happyto assistyou"ProvideIProcessTATCover allCXQuestionsApologizeCXFrustrationUsedgreeting"Thank youfor callingGuardian"ProvidedFirst CallResolutionStated:“Im sorryto hearthat”Educate/NavigationGABeAccurate/CheckedIMSProvideCallRef/Act#Send CMPFM re:NewClaimAcceptDOD/TypeoverPhoneOfferedEmailAPSKept callw/oTransferCMApologizeforMistakeWalkthruGACalmedUpsetCustomerProvideMedReviewTATOfferedGAUpdateRTW/SendCMDemonstrateEmpathyAskpermission toAssist (w/oxfer CM)HandledUrgentmatterIncludeAttachmentsin SiebelPromoteSelf-serviceGAFaxedMedicalRequestGrp w/TGReceivedGEMAwardRespond tofrustration“That’sunderstandable”FollowthruPromisedActionEnd call"Its myPleasure"AcknowledgeCX Concernsw/EmpathyBethoroughMatch CXToneAppropriatelyAssist IVRCallbackCallDemonstrateWillingnessto AssistTakeOwnership/ResolveIssueUpdateAddresschangeAsk "Howmay Iassist youtoday"ProvideNewClaim TATCompleteProperNotingAdjustLOV's /Call TypeProvideClaimsTATAssistRegisteringGAOfferedFaxAPSKudossent toTLKeptEscalatedcallUsedBestPracticeBe Pro-activeState "Idbe happyto assistyou"ProvideIProcessTATCover allCXQuestionsApologizeCXFrustrationUsedgreeting"Thank youfor callingGuardian"ProvidedFirst CallResolutionStated:“Im sorryto hearthat”Educate/NavigationGABeAccurate/CheckedIMSProvideCallRef/Act#Send CMPFM re:NewClaimAcceptDOD/TypeoverPhoneOfferedEmailAPSKept callw/oTransferCMApologizeforMistakeWalkthruGACalmedUpsetCustomerProvideMedReviewTATOfferedGAUpdateRTW/SendCMDemonstrateEmpathyAskpermission toAssist (w/oxfer CM)HandledUrgentmatter

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