PRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsYoucompleted allPre-CallTalking Pointson 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsRESILLIENCE:You de-escalated anirate customerYou usedWhere’s MyTech Tool toprovide statusof a service callYou scheduleda service callwith availablequota (did notuse “escalatedcall”)You senta LocalOfficeFollow-upPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsCONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsYoureceived 1KUDOScallPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsThecustomergave you acomplimentYou set upa businessphone roll-overSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsPROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsYouperformeda modemswapYou reportedand outageusingCommDeskCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsYoucompleted allPre-CallTalking Pointson 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsRESILLIENCE:You de-escalated anirate customerYou usedWhere’s MyTech Tool toprovide statusof a service callYou scheduleda service callwith availablequota (did notuse “escalatedcall”)You senta LocalOfficeFollow-upPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsCONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsYoureceived 1KUDOScallPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsThecustomergave you acomplimentYou set upa businessphone roll-overSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsPROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsYouperformeda modemswapYou reportedand outageusingCommDeskCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 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. PRODUCT & GUIDELINE KNOWLEDGE: You implemented all requirements in SOG and provided accurate information regarding our products, services, guidelines, ect on 3 calls
  2. You completed all Pre-Call Talking Points on 3 calls
  3. PROBLEM OWNERSHIP: You restated the customer’s reason for calling by repeating or paraphrasing it back on 5 calls
  4. RESILLIENCE: You de-escalated an irate customer
  5. You used Where’s My Tech Tool to provide status of a service call
  6. You scheduled a service call with available quota (did not use “escalated call”)
  7. You sent a Local Office Follow-up
  8. PROFESSIONALISM AND MANERS: You used simple soft skills- “Please”, “Thank you”, “You’re welcome” on 5 calls
  9. CONFIDENCE: You concisely addressed the customer’s frustrations on 5 calls
  10. You received 1 KUDOS call
  11. PROBLEM OWNERSHIP: You recapped the solutions provided before ending the call on 3 calls
  12. RESILIENCE- You maintained confidence and controlled the call calmly and patiently for an irate or upset customer
  13. CONFIDENCE: You showed ownership of any shortcomings in our service, equipment, systems, ect on 3 calls
  14. The customer gave you a compliment
  15. You set up a business phone roll-over
  16. SETTING EXPECTATIONS: You described any actions that should be taken after the call and turn around times on 3 calls
  17. PROBLEM OWNERSHIP: You identified and took ownership of recurring issues on 3 calls
  18. PROBLEM OWNERSHIP: You apologized for issues or inconveniences that were caused by the company or its associates on 3 calls
  19. 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
  20. 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
  21. CUSTOMER RECOGNITION: You used the customer’s name at least 3 times during the call on 5 calls
  22. You performed a modem swap
  23. You reported and outage using CommDesk
  24. CUSTOMER RECOGNITION: You used Screen Pop and verbally identified IVR verification on 5 calls
  25. CONFIDENCE: You displayed confidence by having answers, determining solutions, ect, and moving through call efficiently on 3 calls