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