ProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYouscheduled aninstallation fora newcustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYou set upPaperlessBilling for 3customersYouupgraded anHSDpackage fora customerResilience:You de-escalated aniratecustomerYoutransferred acall toTechnicalSupportCustomerRecognition: Youverified securityaccount measureson 3 callsCustomergave you acomplimentProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 KudoscallCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYou tooka paymentfor acustomerYoureconnecteda customer’sserviceProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYouscheduled aninstallation fora newcustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYou set upPaperlessBilling for 3customersYouupgraded anHSDpackage fora customerResilience:You de-escalated aniratecustomerYoutransferred acall toTechnicalSupportCustomerRecognition: Youverified securityaccount measureson 3 callsCustomergave you acomplimentProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 KudoscallCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYou tooka paymentfor acustomerYoureconnecteda customer’sserviceProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona 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. Problem Ownership: You recapped the solutions provided before ending the call
  2. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call
  3. Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
  4. Customer Recognition: Used the customer’s name at least 2 times on 7 calls
  5. You set up Easy Pay for 3 customers
  6. Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call
  7. Problem Ownership: You identified and took ownership of recurring issues on a call
  8. You scheduled an installation for a new customer
  9. Customer Recognition: You used notes on the account to avoid duplication of efforts
  10. You set up Paperless Billing for 3 customers
  11. You upgraded an HSD package for a customer
  12. Resilience: You de-escalated an irate customer
  13. You transferred a call to Technical Support
  14. Customer Recognition: You verified security account measures on 3 calls
  15. Customer gave you a compliment
  16. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call
  17. Setting Expectations: You stated the goal of the call on 3 calls
  18. Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
  19. You resolved a residential video call without a truck roll
  20. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
  21. Received 1 Kudos call
  22. Customer Recognition: You verified the name of the caller and any persons spoken to during the call
  23. You took a payment for a customer
  24. You reconnected a customer’s service
  25. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call