CustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callCustomergave you acomplimentYou set upPaperlessBilling for 3customersYou tooka paymentfor acustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYouupgraded anHSDpackage fora customerProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYouscheduled aninstallation fora newcustomerReceived1 KudoscallYou setup EasyPay for 3customersProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified securityaccount measureson 3 callsYoureconnecteda customer’sserviceProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callSettingExpectations:You stated thegoal of the callon 3 callsResilience:You de-escalated aniratecustomerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youtransferred acall toTechnicalSupportCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callCustomergave you acomplimentYou set upPaperlessBilling for 3customersYou tooka paymentfor acustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYouupgraded anHSDpackage fora customerProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYouscheduled aninstallation fora newcustomerReceived1 KudoscallYou setup EasyPay for 3customersProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified securityaccount measureson 3 callsYoureconnecteda customer’sserviceProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callSettingExpectations:You stated thegoal of the callon 3 callsResilience:You de-escalated aniratecustomerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youtransferred acall toTechnicalSupportCustomerRecognition:Used thecustomer’sname at least 2times on 7 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. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
  2. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call
  3. Customer gave you a compliment
  4. You set up Paperless Billing for 3 customers
  5. You took a payment for a customer
  6. Customer Recognition: You used notes on the account to avoid duplication of efforts
  7. You upgraded an HSD package for a customer
  8. Problem Ownership: You recapped the solutions provided before ending the call
  9. You scheduled an installation for a new customer
  10. Received 1 Kudos call
  11. You set up Easy Pay for 3 customers
  12. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call
  13. Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
  14. You resolved a residential video call without a truck roll
  15. Problem Ownership: You identified and took ownership of recurring issues on a call
  16. Customer Recognition: You verified security account measures on 3 calls
  17. You reconnected a customer’s service
  18. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call
  19. Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call
  20. Setting Expectations: You stated the goal of the call on 3 calls
  21. Resilience: You de-escalated an irate customer
  22. Customer Recognition: You verified the name of the caller and any persons spoken to during the call
  23. Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
  24. You transferred a call to Technical Support
  25. Customer Recognition: Used the customer’s name at least 2 times on 7 calls