You setup EasyPay for 3customersProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou tooka paymentfor acustomerCustomergave you acomplimentProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomerRecognition: Youverified securityaccount measureson 3 callsYou set upPaperlessBilling for 3customersCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYoutransferred acall toTechnicalSupportSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerYouupgraded anHSDpackage fora customerProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomerReceived1 KudoscallSettingExpectations:You stated thegoal of the callon 3 callsProblemOwnership: Yourecapped thesolutionsprovided beforeending the callYou setup EasyPay for 3customersProblemOwnership: Youidentified andtook ownershipof recurringissues on a callYou tooka paymentfor acustomerCustomergave you acomplimentProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsCustomerRecognition: Youverified securityaccount measureson 3 callsYou set upPaperlessBilling for 3customersCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callYoureconnecteda customer’sserviceProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallCustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYoutransferred acall toTechnicalSupportSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callYou resolveda residentialvideo callwithout a truckrollYouscheduled aninstallation fora newcustomerYouupgraded anHSDpackage fora customerProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callResilience:You de-escalated aniratecustomerReceived1 KudoscallSettingExpectations:You stated thegoal of the callon 3 callsProblemOwnership: 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. You set up Easy Pay for 3 customers
  2. Problem Ownership: You identified and took ownership of recurring issues on a call
  3. You took a payment for a customer
  4. Customer gave you a compliment
  5. Professionalism and Manners: You greeted 10 callers with your name and the correct call center (Sparklight/NewWave)
  6. Customer Recognition: You used notes on the account to avoid duplication of efforts
  7. Customer Recognition: You verified security account measures on 3 calls
  8. You set up Paperless Billing for 3 customers
  9. Customer Recognition: Used the customer’s name at least 2 times on 7 calls
  10. Customer Recognition: You verified the name of the caller and any persons spoken to during the call
  11. Customer Recognition: You used Scree Pop and verbally identified IVR verification on 10 calls
  12. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on a call
  13. You reconnected a customer’s service
  14. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on a call
  15. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
  16. You transferred a call to Technical Support
  17. Setting Expectations: You described any actions that should be taken after the call and turnaround times on a call
  18. You resolved a residential video call without a truck roll
  19. You scheduled an installation for a new customer
  20. You upgraded an HSD package for a customer
  21. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on a call
  22. Resilience: You de-escalated an irate customer
  23. Received 1 Kudos call
  24. Setting Expectations: You stated the goal of the call on 3 calls
  25. Problem Ownership: You recapped the solutions provided before ending the call