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