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