CONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerRESILLIENCE:You de-escalated anirate customerPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsYoucompleted allPre-CallTalking Pointson 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsYou set upa businessphone roll-overThecustomergave you acomplimentYou reportedand outageusingCommDeskPROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)Youperformeda modemswapCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsYou senta LocalOfficeFollow-upYou usedWhere’s MyTech Tool toprovide statusof a service callYoureceived 1KUDOScallSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsCONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerRESILLIENCE:You de-escalated anirate customerPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsYoucompleted allPre-CallTalking Pointson 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsYou set upa businessphone roll-overThecustomergave you acomplimentYou reportedand outageusingCommDeskPROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)Youperformeda modemswapCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsYou senta LocalOfficeFollow-upYou usedWhere’s MyTech Tool toprovide statusof a service callYoureceived 1KUDOScallSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 calls

CE BINGO - 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. CONFIDENCE: You concisely addressed the customer’s frustrations on 5 calls
  2. CUSTOMER RECOGNITION: You verified he name of the caller and any others spoken to during the call (includes security verification if applicable) on 3 calls
  3. PROBLEM OWNERSHIP: You recapped the solutions provided before ending the call on 3 calls
  4. PROBLEM OWNERSHIP: You identified and took ownership of recurring issues on 3 calls
  5. CONFIDENCE: You showed ownership of any shortcomings in our service, equipment, systems, ect on 3 calls
  6. RESILIENCE- You maintained confidence and controlled the call calmly and patiently for an irate or upset customer
  7. RESILLIENCE: You de-escalated an irate customer
  8. PROFESSIONALISM AND MANERS: You used simple soft skills- “Please”, “Thank you”, “You’re welcome” on 5 calls
  9. CUSTOMER RECOGNITION: You used Screen Pop and verbally identified IVR verification on 5 calls
  10. You completed all Pre-Call Talking Points on 3 calls
  11. PROBLEM OWNERSHIP: You restated the customer’s reason for calling by repeating or paraphrasing it back on 5 calls
  12. PRODUCT & GUIDELINE KNOWLEDGE: You implemented all requirements in SOG and provided accurate information regarding our products, services, guidelines, ect on 3 calls
  13. You set up a business phone roll-over
  14. The customer gave you a compliment
  15. You reported and outage using CommDesk
  16. PROBLEM OWNERSHIP: You apologized for issues or inconveniences that were caused by the company or its associates on 3 calls
  17. You scheduled a service call with available quota (did not use “escalated call”)
  18. You performed a modem swap
  19. CONFIDENCE: You displayed confidence by having answers, determining solutions, ect, and moving through call efficiently on 3 calls
  20. You sent a Local Office Follow-up
  21. You used Where’s My Tech Tool to provide status of a service call
  22. You received 1 KUDOS call
  23. SETTING EXPECTATIONS: You described any actions that should be taken after the call and turn around times on 3 calls
  24. CUSTOMER RECOGNITION: You used the customer’s name at least 3 times during the call on 5 calls
  25. SETTING EXPECTATIONS: You stated what you will do to address the concerns and kept the customer engaged, advised of actions taken during the call on 3 calls