Professionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youverified securityaccount measureson 3 callsYoureconnecteda customer’sserviceResilience:You de-escalated aniratecustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsReceived1 KudoscallProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYou tooka paymentfor acustomerCustomergave you acomplimentProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou setup EasyPay for 3customersProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callSettingExpectations:You stated thegoal of the callon 3 callsYouupgraded anHSDpackage fora customerYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYoutransferred acall toTechnicalSupportProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou set upPaperlessBilling for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youverified securityaccount measureson 3 callsYoureconnecteda customer’sserviceResilience:You de-escalated aniratecustomerCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsReceived1 KudoscallProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callYou tooka paymentfor acustomerCustomergave you acomplimentProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou setup EasyPay for 3customersProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callSettingExpectations:You stated thegoal of the callon 3 callsYouupgraded anHSDpackage fora customerYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYoutransferred acall toTechnicalSupportProblemOwnership: Yourecapped thesolutionsprovided beforeending the call

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