SettingExpectations:You stated thegoal of the callon 3 callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou tooka paymentfor acustomerYou setup EasyPay for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYoureconnecteda customer’sserviceCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYoutransferred acall toTechnicalSupportYouupgraded anHSDpackage fora customerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsResilience:You de-escalated aniratecustomerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callReceived1 KudoscallProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerYou set upPaperlessBilling for 3customersSettingExpectations:You stated thegoal of the callon 3 callsYou resolveda residentialvideo callwithout a truckrollCustomerRecognition: Youused notes on theaccount to avoidduplication ofeffortsProfessionalism andManners: You greeted10 callers with yourname and the correctcall center(Sparklight/NewWave)CustomerRecognition: Youacknowledged highLTV during the call;mentioned their HighValue when offeringLTV perks on 3 callsYou tooka paymentfor acustomerYou setup EasyPay for 3customersProfessionalism andManners: You usedsimple soft skills whenworking the customer(“please”, “thank you”,“you’re welcome” on acallYoureconnecteda customer’sserviceCustomerRecognition: Youused Scree Popand verballyidentified IVRverification on 10callsYoutransferred acall toTechnicalSupportYouupgraded anHSDpackage fora customerProblemOwnership: Youidentified andtook ownershipof recurringissues on a callCustomerRecognition:Used thecustomer’sname at least 2times on 7 callsResilience:You de-escalated aniratecustomerCustomerRecognition: Youverified the nameof the caller andany personsspoken to duringthe callReceived1 KudoscallProblem Ownership:You stated thecustomer’s reasonfor calling byrepeating orrephrasing it back ona callSettingExpectations: Youdescribed anyactions that shouldbe taken after thecall and turnaroundtimes on a callProblemOwnership: Yourecapped thesolutionsprovided beforeending the callCustomergave you acomplimentCustomerRecognition: Youverified securityaccount measureson 3 callsProblem Ownership:You apologized forissues orinconveniences thatare caused by thecompany or itsassociates on a callYouscheduled aninstallation fora newcustomerYou set upPaperlessBilling for 3customers

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