You tooka paymentfor acustomerCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)SettingExpectations:You stated thegoal of the callon 3 callsReceived1 KudoscallYouupgraded anHSDpackage fora customerCustomergave you acomplimentYoureconnecteda customer’sserviceYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallResilience:You de-escalated aniratecustomerYou set upPaperlessBilling for 3customersProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYoutransferred acall toTechnicalSupportYou tooka paymentfor acustomerCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsCustomerRecognition: Youverified securityaccount measureson 3 callsProblemOwnership: Youidentified andtook ownershipof recurringissues on a callProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)SettingExpectations:You stated thegoal of the callon 3 callsReceived1 KudoscallYouupgraded anHSDpackage fora customerCustomergave you acomplimentYoureconnecteda customer’sserviceYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerYou setup EasyPay for 3customersSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallResilience:You de-escalated aniratecustomerYou set upPaperlessBilling for 3customersProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYoutransferred acall toTechnicalSupport

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