ActSetyourAgendaReviewyourToolsGoodNotesRefer Topolicy guides: ContactList, HowBeFirmDon'tDeny aSupervisorMakesure toVerifyQualityOfferCallBackWarmTransferBeProactiveEscalateAccordinlyEmpathizeODINTriggerwordsCheck in withCustomerevery 2MinutesUse thetheirnameStayFriendlyTakeOwnershipCheckaccounthistoryListenMaintaingoodToneEducateActSetyourAgendaReviewyourToolsGoodNotesRefer Topolicy guides: ContactList, HowBeFirmDon'tDeny aSupervisorMakesure toVerifyQualityOfferCallBackWarmTransferBeProactiveEscalateAccordinlyEmpathizeODINTriggerwordsCheck in withCustomerevery 2MinutesUse thetheirnameStayFriendlyTakeOwnershipCheckaccounthistoryListenMaintaingoodToneEducate

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