(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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PROBLEM OWNERSHIP: You identified and took ownership of recurring issues on 3 calls
The customer gave you a compliment
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
You scheduled a service call with available quota (did not use “escalated call”)
You used Where’s My Tech Tool to provide status of a service call
PROBLEM OWNERSHIP: You apologized for issues or inconveniences that were caused by the company or its associates on 3 calls
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
CUSTOMER RECOGNITION: You used Screen Pop and verbally identified IVR verification on 5 calls
PROBLEM OWNERSHIP: You restated the customer’s reason for calling by repeating or paraphrasing it back on 5 calls
PROFESSIONALISM AND MANERS: You used simple soft skills- “Please”, “Thank you”, “You’re welcome” on 5 calls
CONFIDENCE: You concisely addressed the customer’s frustrations on 5 calls
CONFIDENCE: You showed ownership of any shortcomings in our service, equipment, systems, ect on 3 calls
You completed all Pre-Call Talking Points on 3 calls
You received 1 KUDOS call
You performed a modem swap
RESILLIENCE: You de-escalated an irate customer
CUSTOMER RECOGNITION: You used the customer’s name at least 3 times during the call on 5 calls
PRODUCT & GUIDELINE KNOWLEDGE: You implemented all requirements in SOG and provided accurate information regarding our products, services, guidelines, ect on 3 calls
SETTING EXPECTATIONS: You described any actions that should be taken after the call and turn around times on 3 calls
You sent a Local Office Follow-up
You set up a business phone roll-over
CONFIDENCE: You displayed confidence by having answers, determining solutions, ect, and moving through call efficiently on 3 calls
PROBLEM OWNERSHIP: You recapped the solutions provided before ending the call on 3 calls
RESILIENCE- You maintained confidence and controlled the call calmly and patiently for an irate or upset customer
