CustomerRecognition: Youverified securityaccount measureson 3 callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsReceived1 KudoscallProblemOwnership: Youidentified andtook ownershipof recurringissues on a callResilience:You de-escalated aniratecustomerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callYoutransferred acall toTechnicalSupportProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callSettingExpectations:You stated thegoal of the callon 3 callsYoureconnecteda customer’sserviceCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckrollYouupgraded anHSDpackage fora customerCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYou setup EasyPay for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYou tooka paymentfor acustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomerRecognition: Youverified securityaccount measureson 3 callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsReceived1 KudoscallProblemOwnership: Youidentified andtook ownershipof recurringissues on a callResilience:You de-escalated aniratecustomerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callYoutransferred acall toTechnicalSupportProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callSettingExpectations:You stated thegoal of the callon 3 callsYoureconnecteda customer’sserviceCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckrollYouupgraded anHSDpackage fora customerCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYou setup EasyPay for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYou tooka paymentfor acustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofefforts

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