PROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsRESILLIENCE:You de-escalated anirate customerCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsYou usedWhere’s MyTech Tool toprovide statusof a service callCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsYou reportedand outageusingCommDeskPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsYou set upa businessphone roll-overSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsYoureceived 1KUDOScallYoucompleted allPre-CallTalking Pointson 3 callsPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)PROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsYouperformeda modemswapThecustomergave you acomplimentYou senta LocalOfficeFollow-upCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 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:You conciselyaddressed thecustomer’sfrustrations on5 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsRESILLIENCE:You de-escalated anirate customerCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsYou usedWhere’s MyTech Tool toprovide statusof a service callCUSTOMERRECOGNITION: Youverified he name of thecaller and any othersspoken to during thecall (includes securityverification if applicable)on 3 callsYou reportedand outageusingCommDeskPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsYou set upa businessphone roll-overSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsYoureceived 1KUDOScallYoucompleted allPre-CallTalking Pointson 3 callsPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)PROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsYouperformeda modemswapThecustomergave you acomplimentYou senta LocalOfficeFollow-upCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 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: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.


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