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

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