Youtransferred acall toTechnicalSupportReceived1 KudoscallYouupgraded anHSDpackage fora customerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youverified securityaccount measureson 3 callsCustomergave you acomplimentCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsSettingExpectations:You stated thegoal of the callon 3 callsYou setup EasyPay for 3customersCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersYou tooka paymentfor acustomerProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomerYoutransferred acall toTechnicalSupportReceived1 KudoscallYouupgraded anHSDpackage fora customerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youverified securityaccount measureson 3 callsCustomergave you acomplimentCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsSettingExpectations:You stated thegoal of the callon 3 callsYou setup EasyPay for 3customersCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersYou tooka paymentfor acustomerProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomer

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.


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