You talkedto 3 malecustomersCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYouperformeda modemswapYou scheduleda service callwithin quota(did not use“escalated”)CustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe call on 3 callsYou assisted acustomer withresetting theirSparklight/NewWavepasswordYou talkedto 3femalecustomersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on 3 callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou resolved3 residentialvideo callswithout a truckrollProblemOwnership: Yourecapped thesolutions providedbefore ending thecall on 3 callsProblem Ownership:You apologized forissues orinconveniences that arecaused by the companyor its associates on 3callsYou sent aLocalOfficeFollow-UpsYou usedWhere’s MyTech toprovided statusof a service callto a customerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)You reportedan outageusingCommDeskReceived1 KudoscallYou resolved3 residentialHSD callswithout a truckrollSettingExpectations:You stated thegoal of the callon 3 callsCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsResilience:You de-escalated aniratecustomerYou set upa business’phone roll-overProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back on7 callsYou resolved3 businessHSD callswithout a truckrollYou set upa servicecall for anASOProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on 10callsCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Youidentified and tookownership ofrecurring issueson 3 callsYou talkedto 3 malecustomersCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYouperformeda modemswapYou scheduleda service callwithin quota(did not use“escalated”)CustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe call on 3 callsYou assisted acustomer withresetting theirSparklight/NewWavepasswordYou talkedto 3femalecustomersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on 3 callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou resolved3 residentialvideo callswithout a truckrollProblemOwnership: Yourecapped thesolutions providedbefore ending thecall on 3 callsProblem Ownership:You apologized forissues orinconveniences that arecaused by the companyor its associates on 3callsYou sent aLocalOfficeFollow-UpsYou usedWhere’s MyTech toprovided statusof a service callto a customerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)You reportedan outageusingCommDeskReceived1 KudoscallYou resolved3 residentialHSD callswithout a truckrollSettingExpectations:You stated thegoal of the callon 3 callsCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsResilience:You de-escalated aniratecustomerYou set upa business’phone roll-overProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back on7 callsYou resolved3 businessHSD callswithout a truckrollYou set upa servicecall for anASOProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on 10callsCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Youidentified and tookownership ofrecurring issueson 3 calls

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.


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