CustomerRecognition: Youverified securityaccount measureson 3 callsYoutransferred acall toTechnicalSupportCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Problem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYou setup EasyPay for 3customersYoureconnecteda customer’sserviceCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckrollResilience:You de-escalated aniratecustomerYouscheduled aninstallation fora newcustomerYouupgraded anHSDpackage fora customerSettingExpectations:You stated thegoal of the callon 3 callsYou tooka paymentfor acustomerCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsReceived1 KudoscallSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou set upPaperlessBilling for 3customersCustomerRecognition: Youverified securityaccount measureson 3 callsYoutransferred acall toTechnicalSupportCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Problem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYou setup EasyPay for 3customersYoureconnecteda customer’sserviceCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckrollResilience:You de-escalated aniratecustomerYouscheduled aninstallation fora newcustomerYouupgraded anHSDpackage fora customerSettingExpectations:You stated thegoal of the callon 3 callsYou tooka paymentfor acustomerCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsReceived1 KudoscallSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou set upPaperlessBilling for 3customers

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