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