Assist IVRCallbackCallAcceptDOD/TypeoverPhoneBe Pro-activeOfferedFaxAPSUpdateAddresschangeUsedgreeting"Thank youfor callingGuardian"OfferedGAFaxedMedicalRequestGrp w/TGFollowthruPromisedActionOfferedEmailAPSCompleteProperNotingProvidedFirst CallResolutionKeptEscalatedcallProvideIProcessTATProvideNewClaim TATReceivedGEMAwardAdjustLOV's /Call TypeIncludeAttachmentsin SiebelStated:“Im sorryto hearthat”ApologizeCXFrustrationBethoroughDemonstrateEmpathyPromoteSelf-serviceGAState "Idbe happyto assistyou"ApologizeforMistakeAssistRegisteringGAMatch CXToneAppropriatelyCover allCXQuestionsProvideClaimsTATUpdateRTW/SendCMUsedBestPracticeKudossent toTLProvideCallRef/Act#DemonstrateWillingnessto AssistEnd call"Its myPleasure"Kept callw/oTransferCMWalkthruGASend CMPFM re:NewClaimBeAccurate/CheckedIMSProvideMedReviewTATTakeOwnership/ResolveIssueHandledUrgentmatterRespond tofrustration“That’sunderstandable”Askpermission toAssist (w/oxfer CM)AcknowledgeCX Concernsw/EmpathyCalmedUpsetCustomerAsk "Howmay Iassist youtoday"Educate/NavigationGAAssist IVRCallbackCallAcceptDOD/TypeoverPhoneBe Pro-activeOfferedFaxAPSUpdateAddresschangeUsedgreeting"Thank youfor callingGuardian"OfferedGAFaxedMedicalRequestGrp w/TGFollowthruPromisedActionOfferedEmailAPSCompleteProperNotingProvidedFirst CallResolutionKeptEscalatedcallProvideIProcessTATProvideNewClaim TATReceivedGEMAwardAdjustLOV's /Call TypeIncludeAttachmentsin SiebelStated:“Im sorryto hearthat”ApologizeCXFrustrationBethoroughDemonstrateEmpathyPromoteSelf-serviceGAState "Idbe happyto assistyou"ApologizeforMistakeAssistRegisteringGAMatch CXToneAppropriatelyCover allCXQuestionsProvideClaimsTATUpdateRTW/SendCMUsedBestPracticeKudossent toTLProvideCallRef/Act#DemonstrateWillingnessto AssistEnd call"Its myPleasure"Kept callw/oTransferCMWalkthruGASend CMPFM re:NewClaimBeAccurate/CheckedIMSProvideMedReviewTATTakeOwnership/ResolveIssueHandledUrgentmatterRespond tofrustration“That’sunderstandable”Askpermission toAssist (w/oxfer CM)AcknowledgeCX Concernsw/EmpathyCalmedUpsetCustomerAsk "Howmay Iassist youtoday"Educate/NavigationGA

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