CE BINGO - 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.

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