StayFriendlyUse thetheirnameActSetyourAgendaTakeOwnershipEducateWarmTransferCheck in withCustomerevery 2MinutesMaintaingoodToneReviewyourToolsBeProactiveListenEmpathizeODINCheckaccounthistoryEscalateAccordinlyOfferCallBackMakesure toVerifyRefer Topolicy guides: ContactList, HowBeFirmTriggerwordsGoodNotesQualityDon'tDeny aSupervisorStayFriendlyUse thetheirnameActSetyourAgendaTakeOwnershipEducateWarmTransferCheck in withCustomerevery 2MinutesMaintaingoodToneReviewyourToolsBeProactiveListenEmpathizeODINCheckaccounthistoryEscalateAccordinlyOfferCallBackMakesure toVerifyRefer Topolicy guides: ContactList, HowBeFirmTriggerwordsGoodNotesQualityDon'tDeny aSupervisor

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