CustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callSettingExpectations:You stated thegoal of the callon 3 callsCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsYou set upPaperlessBilling for 3customersYouupgraded anHSDpackage fora customerYou tooka paymentfor acustomerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYoutransferred acall toTechnicalSupportCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youscheduled aninstallation fora newcustomerYoureconnecteda customer’sserviceResilience:You de-escalated aniratecustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callSettingExpectations:You stated thegoal of the callon 3 callsCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsYou set upPaperlessBilling for 3customersYouupgraded anHSDpackage fora customerYou tooka paymentfor acustomerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYoutransferred acall toTechnicalSupportCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youscheduled aninstallation fora newcustomerYoureconnecteda customer’sserviceResilience:You de-escalated aniratecustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a call

CE BINGO - CSRs - 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. Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
  2. You set up Easy Pay for 3 customers
  3. Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call
  4. Problem Ownership: You recapped the solutions provided before ending the call
  5. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call
  6. Received 1 Kudos call
  7. Customer Recognition: Used the customer’s name at least 2 times on 7 calls
  8. You resolved a residential video call without a truck roll
  9. Customer Recognition: You verified the name of the caller and any persons spoken to during the call
  10. Problem Ownership: You identified and took ownership of recurring issues on a call
  11. Setting Expectations: You stated the goal of the call on 3 calls
  12. Customer gave you a compliment
  13. Customer Recognition: You verified security account measures on 3 calls
  14. You set up Paperless Billing for 3 customers
  15. You upgraded an HSD package for a customer
  16. You took a payment for a customer
  17. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call
  18. You transferred a call to Technical Support
  19. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
  20. Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
  21. You scheduled an installation for a new customer
  22. You reconnected a customer’s service
  23. Resilience: You de-escalated an irate customer
  24. Customer Recognition: You used notes on the account to avoid duplication of efforts
  25. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call