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