ActBeProactiveBeFirmCheck in withCustomerevery 2MinutesUse thetheirnameMaintaingoodToneRefer Topolicy guides: ContactList, HowTakeOwnershipQualityTriggerwordsCheckaccounthistoryODINGoodNotesEscalateAccordinlyOfferCallBackListenReviewyourToolsEmpathizeSetyourAgendaStayFriendlyEducateWarmTransferDon'tDeny aSupervisorMakesure toVerifyActBeProactiveBeFirmCheck in withCustomerevery 2MinutesUse thetheirnameMaintaingoodToneRefer Topolicy guides: ContactList, HowTakeOwnershipQualityTriggerwordsCheckaccounthistoryODINGoodNotesEscalateAccordinlyOfferCallBackListenReviewyourToolsEmpathizeSetyourAgendaStayFriendlyEducateWarmTransferDon'tDeny aSupervisorMakesure toVerify

De Escalation - 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. Act
  2. Be Proactive
  3. Be Firm
  4. Check in with Customer every 2 Minutes
  5. Use the their name
  6. Maintain good Tone
  7. Refer To policy guides : Contact List, How
  8. Take Ownership
  9. Quality
  10. Trigger words
  11. Check account history
  12. ODIN
  13. Good Notes
  14. Escalate Accordinly
  15. Offer Call Back
  16. Listen
  17. Review your Tools
  18. Empathize
  19. Set your Agenda
  20. Stay Friendly
  21. Educate
  22. Warm Transfer
  23. Don't Deny a Supervisor
  24. Make sure to Verify