5 First CallResolutionsCase #Introducedyourself toa new hireWeeklyFollow UpSLA =100%5 KnowledgeBase ArticlesCreatedAverageCase Age= <10Received10positiveCSATsLearnedsomethingnewIdentified a client thatwould benefit from aproduct/featureenablement- send anemail to account owner& cc Support Manager& CS Market ManagerWeekly FirstResponseSLA = 100%Bring yourboss acoffeeClientSuccessBacklog <35100%BridgeCompletionGave acolleague acomplimenteach day ofthe weekReceived apasswordreset caseCase #Resolved aHigh/UrgentPriority caseCase #35 Inboundcallsansweredin a weekResolvedticket <1h ofticketcreationCase #Identified & Flaggedan Account at Risk-send an email toaccount owner & ccSupport Manager &CS Market ManagerIdentified a clientthat would benefitfrom an upgrade-send an email toaccount owner & ccSupport Manager &CS Market ManagerTechSupportBacklog <90ReceivedNaches ina marketstand upSent 3KnowledgeArticles toClientsCase #Identified two potentialclients for ourreference program-send an email why toaccount owner & ccSupport Manager &CS Market ManagerClosed orAssisted on40 closedcases in aweek5 First CallResolutionsCase #Introducedyourself toa new hireWeeklyFollow UpSLA =100%5 KnowledgeBase ArticlesCreatedAverageCase Age= <10Received10positiveCSATsLearnedsomethingnewIdentified a client thatwould benefit from aproduct/featureenablement- send anemail to account owner& cc Support Manager& CS Market ManagerWeekly FirstResponseSLA = 100%Bring yourboss acoffeeClientSuccessBacklog <35100%BridgeCompletionGave acolleague acomplimenteach day ofthe weekReceived apasswordreset caseCase #Resolved aHigh/UrgentPriority caseCase #35 Inboundcallsansweredin a weekResolvedticket <1h ofticketcreationCase #Identified & Flaggedan Account at Risk-send an email toaccount owner & ccSupport Manager &CS Market ManagerIdentified a clientthat would benefitfrom an upgrade-send an email toaccount owner & ccSupport Manager &CS Market ManagerTechSupportBacklog <90ReceivedNaches ina marketstand upSent 3KnowledgeArticles toClientsCase #Identified two potentialclients for ourreference program-send an email why toaccount owner & ccSupport Manager &CS Market ManagerClosed orAssisted on40 closedcases in aweek

NextGen BINGO - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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
O
2
N
3
I
4
I
5
B
6
I
7
N
8
G
9
B
10
N
11
B
12
B
13
N
14
O
15
O
16
I
17
O
18
G
19
G
20
B
21
G
22
O
23
G
24
I
  1. O-5 First Call Resolutions Case #
  2. N-Introduced yourself to a new hire
  3. I-Weekly Follow Up SLA = 100%
  4. I-5 Knowledge Base Articles Created
  5. B-Average Case Age = <10
  6. I-Received 10 positive CSATs
  7. N-Learned something new
  8. G-Identified a client that would benefit from a product/feature enablement- send an email to account owner & cc Support Manager & CS Market Manager
  9. B-Weekly First Response SLA = 100%
  10. N-Bring your boss a coffee
  11. B-Client Success Backlog < 35
  12. B-100% Bridge Completion
  13. N-Gave a colleague a compliment each day of the week
  14. O-Received a password reset case Case #
  15. O-Resolved a High/Urgent Priority case Case #
  16. I-35 Inbound calls answered in a week
  17. O-Resolved ticket <1h of ticket creation Case #
  18. G-Identified & Flagged an Account at Risk- send an email to account owner & cc Support Manager & CS Market Manager
  19. G-Identified a client that would benefit from an upgrade- send an email to account owner & cc Support Manager & CS Market Manager
  20. B-Tech Support Backlog < 90
  21. G-Received Naches in a market stand up
  22. O-Sent 3 Knowledge Articles to Clients Case #
  23. G-Identified two potential clients for our reference program- send an email why to account owner & cc Support Manager & CS Market Manager
  24. I-Closed or Assisted on 40 closed cases in a week