SettingExpectations:You stated thegoal of the callon 3 callsYou setup EasyPay for 3customersCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYoutransferred acall toTechnicalSupportResilience:You de-escalated aniratecustomerYou set upPaperlessBilling for 3customersCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou tooka paymentfor acustomerCustomergave you acomplimentYoureconnecteda customer’sserviceProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallYouscheduled aninstallation fora newcustomerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified securityaccount measureson 3 callsYouupgraded anHSDpackage fora customerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)ProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callSettingExpectations:You stated thegoal of the callon 3 callsYou setup EasyPay for 3customersCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsYoutransferred acall toTechnicalSupportResilience:You de-escalated aniratecustomerYou set upPaperlessBilling for 3customersCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYou resolveda residentialvideo callwithout a truckrollSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou tooka paymentfor acustomerCustomergave you acomplimentYoureconnecteda customer’sserviceProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callReceived1 KudoscallYouscheduled aninstallation fora newcustomerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition: Youverified securityaccount measureson 3 callsYouupgraded anHSDpackage fora customerProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)ProblemOwnership: Yourecapped thesolutionsprovided beforeending the callProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a 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. Setting Expectations: You stated the goal of the call on 3 calls
  2. You set up Easy Pay for 3 customers
  3. Customer Recognition: You used notes on the account to avoid duplication of efforts
  4. You transferred a call to Technical Support
  5. Resilience: You de-escalated an irate customer
  6. You set up Paperless Billing for 3 customers
  7. Customer Recognition: You verified the name of the caller and any persons spoken to during the call
  8. Customer Recognition: Used the customer’s name at least 2 times on 7 calls
  9. Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
  10. You resolved a residential video call without a truck roll
  11. Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call
  12. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
  13. You took a payment for a customer
  14. Customer gave you a compliment
  15. You reconnected a customer’s service
  16. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call
  17. Received 1 Kudos call
  18. You scheduled an installation for a new customer
  19. Problem Ownership: You identified and took ownership of recurring issues on a call
  20. Customer Recognition: You verified security account measures on 3 calls
  21. You upgraded an HSD package for a customer
  22. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call
  23. Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
  24. Problem Ownership: You recapped the solutions provided before ending the call
  25. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call