BeFirmCheckaccounthistoryStayFriendlyMakesure toVerifyUse thetheirnameListenEducateODINSetyourAgendaEmpathizeRefer Topolicy guides: ContactList, HowGoodNotesActQualityReviewyourToolsCheck in withCustomerevery 2MinutesDon'tDeny aSupervisorTriggerwordsTakeOwnershipWarmTransferOfferCallBackEscalateAccordinlyBeProactiveMaintaingoodToneBeFirmCheckaccounthistoryStayFriendlyMakesure toVerifyUse thetheirnameListenEducateODINSetyourAgendaEmpathizeRefer Topolicy guides: ContactList, HowGoodNotesActQualityReviewyourToolsCheck in withCustomerevery 2MinutesDon'tDeny aSupervisorTriggerwordsTakeOwnershipWarmTransferOfferCallBackEscalateAccordinlyBeProactiveMaintaingoodTone

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