Check in withCustomerevery 2MinutesUse thetheirnameTriggerwordsWarmTransferBeFirmQualityOfferCallBackBeProactiveEscalateAccordinlyReviewyourToolsRefer Topolicy guides: ContactList, HowSetyourAgendaDon'tDeny aSupervisorCheckaccounthistoryStayFriendlyActEmpathizeODINEducateGoodNotesMakesure toVerifyTakeOwnershipMaintaingoodToneListenCheck in withCustomerevery 2MinutesUse thetheirnameTriggerwordsWarmTransferBeFirmQualityOfferCallBackBeProactiveEscalateAccordinlyReviewyourToolsRefer Topolicy guides: ContactList, HowSetyourAgendaDon'tDeny aSupervisorCheckaccounthistoryStayFriendlyActEmpathizeODINEducateGoodNotesMakesure toVerifyTakeOwnershipMaintaingoodToneListen

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