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