Youupgraded anHSDpackage fora customerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProfessionalism 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 callCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomerCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 KudoscallCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYou setup EasyPay for 3customersCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou set upPaperlessBilling for 3customersProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsYouscheduled aninstallation fora newcustomerYoureconnecteda customer’sserviceYou tooka paymentfor acustomerYoutransferred acall toTechnicalSupportCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckrollYouupgraded anHSDpackage fora customerSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProfessionalism 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 callCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomerCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsReceived1 KudoscallCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYou setup EasyPay for 3customersCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou set upPaperlessBilling for 3customersProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallSettingExpectations:You stated thegoal of the callon 3 callsYouscheduled aninstallation fora newcustomerYoureconnecteda customer’sserviceYou tooka paymentfor acustomerYoutransferred acall toTechnicalSupportCustomergave you acomplimentYou resolveda residentialvideo callwithout a truckroll

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