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