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