(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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Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
Setting Expectations: You described any actions that should be taken after the call and turnaround times on 3 calls
Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on 10 calls
Received 1 Kudos call
You talked to 3 male customers
Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on 7 calls
You performed a modem swap
You assisted a customer with resetting their Sparklight/NewWave password
Customer gave you a compliment
You talked to 3 female customers
You sent a Local Office Follow-Ups
You set up a service call for an ASO
Customer Recognition: You used notes on the account to avoid duplication of efforts
Customer Recognition: You verified the name of the caller and any persons spoken to during the call on 3 calls
You resolved 3 residential video calls without a truck roll
Setting Expectations: You stated the goal of the call on 3 calls
You resolved 3 business HSD calls without a truck roll
Customer Recognition: You verified security account measures on 3 calls
Customer Recognition: Used the customer’s name at least 2 times on 7 calls
Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on 3 calls
Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
You reported an outage using CommDesk
Problem Ownership: You identified and took ownership of recurring issues on 3 calls
You scheduled a service call within quota (did not use “escalated”)
You set up a business’ phone roll-over
You used Where’s My Tech to provided status of a service call to a customer
Problem Ownership: You recapped the solutions provided before ending the call on 3 calls
Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
Resilience: You de-escalated an irate customer
You resolved 3 residential HSD calls without a truck roll
