PROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsYou reportedand outageusingCommDeskYoucompleted allPre-CallTalking Pointson 3 callsYou set upa businessphone roll-overYouperformeda modemswapThecustomergave you acomplimentCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsRESILLIENCE:You de-escalated anirate customerSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsYou senta LocalOfficeFollow-upYoureceived 1KUDOScallRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerYou 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 callsCONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)PROBLEMOWNERSHIP: Youapologized for issues orinconveniences thatwere caused by thecompany or itsassociates on 3 callsSETTINGEXPECTATIONS:You described anyactions that shouldbe taken after thecall and turn aroundtimes on 3 callsYou reportedand outageusingCommDeskYoucompleted allPre-CallTalking Pointson 3 callsYou set upa businessphone roll-overYouperformeda modemswapThecustomergave you acomplimentCUSTOMERRECOGNITION:You used ScreenPop and verballyidentified IVRverification on 5callsPROFESSIONALISMAND MANERS: Youused simple softskills- “Please”,“Thank you”, “You’rewelcome” on 5 callsPROBLEMOWNERSHIP:You identified andtook ownership ofrecurring issueson 3 callsPROBLEMOWNERSHIP:You recapped thesolutions providedbefore ending thecall on 3 callsRESILLIENCE:You de-escalated anirate customerSETTINGEXPECTATIONS: Youstated what you will doto address the concernsand kept the customerengaged, advised ofactions taken during thecall on 3 callsPROBLEMOWNERSHIP: Yourestated thecustomer’s reasonfor calling byrepeating orparaphrasing it backon 5 callsYou senta LocalOfficeFollow-upYoureceived 1KUDOScallRESILIENCE- Youmaintainedconfidence andcontrolled the callcalmly and patientlyfor an irate or upsetcustomerYou 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 callsCONFIDENCE:You conciselyaddressed thecustomer’sfrustrations on5 callsPRODUCT &GUIDELINEKNOWLEDGE: Youimplemented allrequirements in SOG andprovided accurateinformation regarding ourproducts, services,guidelines, ect on 3 callsCONFIDENCE: Youdisplayed confidenceby having answers,determining solutions,ect, and movingthrough call efficientlyon 3 callsCUSTOMERRECOGNITION:You used thecustomer’s nameat least 3 timesduring the call on5 callsCONFIDENCE: Youshowed ownershipof any shortcomingsin our service,equipment, systems,ect on 3 callsYou scheduleda service callwith availablequota (did notuse “escalatedcall”)

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