WarmTransferCheckaccounthistoryUse thetheirnameMakesure toVerifyEscalateAccordinlyBeFirmEducateEmpathizeTriggerwordsDon'tDeny aSupervisorBeProactiveMaintaingoodToneOfferCallBackSetyourAgendaActQualityCheck in withCustomerevery 2MinutesODINReviewyourToolsStayFriendlyListenTakeOwnershipGoodNotesRefer Topolicy guides: ContactList, HowWarmTransferCheckaccounthistoryUse thetheirnameMakesure toVerifyEscalateAccordinlyBeFirmEducateEmpathizeTriggerwordsDon'tDeny aSupervisorBeProactiveMaintaingoodToneOfferCallBackSetyourAgendaActQualityCheck in withCustomerevery 2MinutesODINReviewyourToolsStayFriendlyListenTakeOwnershipGoodNotesRefer Topolicy guides: ContactList, How

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