ActTriggerwordsStayFriendlySetyourAgendaMaintaingoodToneBeProactiveReviewyourToolsCheckaccounthistoryEscalateAccordinlyGoodNotesDon'tDeny aSupervisorOfferCallBackWarmTransferMakesure toVerifyUse thetheirnameQualityTakeOwnershipBeFirmEducateODINEmpathizeListenCheck in withCustomerevery 2MinutesRefer Topolicy guides: ContactList, HowActTriggerwordsStayFriendlySetyourAgendaMaintaingoodToneBeProactiveReviewyourToolsCheckaccounthistoryEscalateAccordinlyGoodNotesDon'tDeny aSupervisorOfferCallBackWarmTransferMakesure toVerifyUse thetheirnameQualityTakeOwnershipBeFirmEducateODINEmpathizeListenCheck in withCustomerevery 2MinutesRefer Topolicy guides: ContactList, How

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