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