Professionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)ProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callReceived1 KudoscallYouscheduled aninstallation fora newcustomerCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYoureconnecteda customer’sserviceCustomergave you acomplimentProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou tooka paymentfor acustomerYou set upPaperlessBilling for 3customersResilience:You de-escalated aniratecustomerYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYouupgraded anHSDpackage fora customerCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou setup EasyPay for 3customersYoutransferred acall toTechnicalSupportProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)ProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callReceived1 KudoscallYouscheduled aninstallation fora newcustomerCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYoureconnecteda customer’sserviceCustomergave you acomplimentProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou tooka paymentfor acustomerYou set upPaperlessBilling for 3customersResilience:You de-escalated aniratecustomerYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYouupgraded anHSDpackage fora customerCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou setup EasyPay for 3customersYoutransferred acall toTechnicalSupport

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