SettingExpectations:You stated thegoal of the callon 3 callsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youverified securityaccount measureson 3 callsResilience:You de-escalated aniratecustomerYou tooka paymentfor acustomerYoureconnecteda customer’sserviceYouupgraded anHSDpackage fora customerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomergave you acomplimentProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYou setup EasyPay for 3customersProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youscheduled aninstallation fora newcustomerYou resolveda residentialvideo callwithout a truckrollSettingExpectations: 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 callYou set upPaperlessBilling for 3customersCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 KudoscallSettingExpectations:You stated thegoal of the callon 3 callsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youverified securityaccount measureson 3 callsResilience:You de-escalated aniratecustomerYou tooka paymentfor acustomerYoureconnecteda customer’sserviceYouupgraded anHSDpackage fora customerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomergave you acomplimentProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYou setup EasyPay for 3customersProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youscheduled aninstallation fora newcustomerYou resolveda residentialvideo callwithout a truckrollSettingExpectations: 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 callYou set upPaperlessBilling for 3customersCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 Kudoscall

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