Youscheduled aninstallation fora newcustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsResilience:You de-escalated aniratecustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youtransferred acall toTechnicalSupportYou tooka paymentfor acustomerProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallCustomergave you acomplimentProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou setup EasyPay for 3customersYouupgraded anHSDpackage fora customerProfessionalism 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 callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou set upPaperlessBilling for 3customersCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYoureconnecteda customer’sserviceYouscheduled aninstallation fora newcustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsResilience:You de-escalated aniratecustomerProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)Youtransferred acall toTechnicalSupportYou tooka paymentfor acustomerProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallCustomergave you acomplimentProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsYou setup EasyPay for 3customersYouupgraded anHSDpackage fora customerProfessionalism 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 callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou set upPaperlessBilling for 3customersCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYoureconnecteda customer’sservice

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