Check in withCustomerevery 2MinutesEducateWarmTransferSetyourAgendaTriggerwordsCheckaccounthistoryMaintaingoodToneRefer Topolicy guides: ContactList, HowDon'tDeny aSupervisorTakeOwnershipEmpathizeStayFriendlyEscalateAccordinlyQualityActBeProactiveMakesure toVerifyOfferCallBackReviewyourToolsODINBeFirmUse thetheirnameGoodNotesListenCheck in withCustomerevery 2MinutesEducateWarmTransferSetyourAgendaTriggerwordsCheckaccounthistoryMaintaingoodToneRefer Topolicy guides: ContactList, HowDon'tDeny aSupervisorTakeOwnershipEmpathizeStayFriendlyEscalateAccordinlyQualityActBeProactiveMakesure toVerifyOfferCallBackReviewyourToolsODINBeFirmUse thetheirnameGoodNotesListen

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