KeptEscalatedcallOfferedFaxAPSWalkthruGAEducate/NavigationGAOfferedEmailAPSProvidedFirst CallResolutionAdjustLOV's /Call TypeTakeOwnership/ResolveIssueSend CMPFM re:NewClaimFollowthruPromisedActionAcknowledgeCX Concernsw/EmpathyApologizeforMistakeFaxedMedicalRequestGrp w/TGBethoroughProvideIProcessTATState "Idbe happyto assistyou"Ask "Howmay Iassist youtoday"BeAccurate/CheckedIMSProvideNewClaim TATUsedBestPracticeCover allCXQuestionsReceivedGEMAwardUpdateRTW/SendCMStated:“Im sorryto hearthat”HandledUrgentmatterPromoteSelf-serviceGAProvideClaimsTATAssistRegisteringGAEnd call"Its myPleasure"Match CXToneAppropriatelyAcceptDOD/TypeoverPhoneRespond tofrustration“That’sunderstandable”UpdateAddresschangeOfferedGAIncludeAttachmentsin SiebelKept callw/oTransferCMApologizeCXFrustrationAskpermission toAssist (w/oxfer CM)DemonstrateEmpathyUsedgreeting"Thank youfor callingGuardian"CalmedUpsetCustomerProvideCallRef/Act#Assist IVRCallbackCallBe Pro-activeDemonstrateWillingnessto AssistProvideMedReviewTATCompleteProperNotingKudossent toTLKeptEscalatedcallOfferedFaxAPSWalkthruGAEducate/NavigationGAOfferedEmailAPSProvidedFirst CallResolutionAdjustLOV's /Call TypeTakeOwnership/ResolveIssueSend CMPFM re:NewClaimFollowthruPromisedActionAcknowledgeCX Concernsw/EmpathyApologizeforMistakeFaxedMedicalRequestGrp w/TGBethoroughProvideIProcessTATState "Idbe happyto assistyou"Ask "Howmay Iassist youtoday"BeAccurate/CheckedIMSProvideNewClaim TATUsedBestPracticeCover allCXQuestionsReceivedGEMAwardUpdateRTW/SendCMStated:“Im sorryto hearthat”HandledUrgentmatterPromoteSelf-serviceGAProvideClaimsTATAssistRegisteringGAEnd call"Its myPleasure"Match CXToneAppropriatelyAcceptDOD/TypeoverPhoneRespond tofrustration“That’sunderstandable”UpdateAddresschangeOfferedGAIncludeAttachmentsin SiebelKept callw/oTransferCMApologizeCXFrustrationAskpermission toAssist (w/oxfer CM)DemonstrateEmpathyUsedgreeting"Thank youfor callingGuardian"CalmedUpsetCustomerProvideCallRef/Act#Assist IVRCallbackCallBe Pro-activeDemonstrateWillingnessto AssistProvideMedReviewTATCompleteProperNotingKudossent toTL

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