Problem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYoutransferred acall toTechnicalSupportCustomergave you acomplimentYou set upPaperlessBilling for 3customersResilience:You de-escalated aniratecustomerYouscheduled aninstallation fora newcustomerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsReceived1 KudoscallCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou setup EasyPay for 3customersSettingExpectations:You stated thegoal of the callon 3 callsCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYouupgraded anHSDpackage fora customerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou tooka paymentfor acustomerCustomerRecognition: Youverified securityaccount measureson 3 callsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYoutransferred acall toTechnicalSupportCustomergave you acomplimentYou set upPaperlessBilling for 3customersResilience:You de-escalated aniratecustomerYouscheduled aninstallation fora newcustomerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsReceived1 KudoscallCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou setup EasyPay for 3customersSettingExpectations:You stated thegoal of the callon 3 callsCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYouupgraded anHSDpackage fora customerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou tooka paymentfor acustomerCustomerRecognition: Youverified securityaccount measureson 3 calls

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