Ah asked forexplanationof balanceincreasingAh states therewife takes care ofthe bill// but you were stillable to securepaymentCustomer yellingand not once didyou match theirtone . Even got anapology orpaymentAccountowner withthe samefirst name asyouAccountownersays theredrivingAh says there neverlate , and yourealize there lateevery month .Suggest due datechange onceaccount is currentAdvisedcustomer oflast paymentreceived onaccount“ I’ll send it in themail”Advise customerthat they areprolonging thedelinquency on theaccountAh doesn’twant to verifyaccountwhen callinginReturnedpaymentHardshipEnrollmentAccount 2paymentspast due &securedpaymentReturnpaymentEducatedcustomer*List briefexampleAh assumes theydon’t have anaccount with us / butyou were still able tosecure paymentutilizing resources oncollect web Securedsame daypayment* no late feeSetcustomerup on a r3programAh statesaffected bycovid*brief exampleof empathyHi I’m (name) callingfrom (division) how are youtoday ?Asked forspouse &securedpaymentBalancein fullSame day Used tworebuttals andsecuredpaymentSecuredpayment ona trickyvoicemailaccountFreespaceI don’t trust payingover the phone !Offer to send a realtime emailreferencing accountstatus so ah feelsmore comfortable &secure paymentAh asked forexplanationof balanceincreasingAh states therewife takes care ofthe bill// but you were stillable to securepaymentCustomer yellingand not once didyou match theirtone . Even got anapology orpaymentAccountowner withthe samefirst name asyouAccountownersays theredrivingAh says there neverlate , and yourealize there lateevery month .Suggest due datechange onceaccount is currentAdvisedcustomer oflast paymentreceived onaccount“ I’ll send it in themail”Advise customerthat they areprolonging thedelinquency on theaccountAh doesn’twant to verifyaccountwhen callinginReturnedpaymentHardshipEnrollmentAccount 2paymentspast due &securedpaymentReturnpaymentEducatedcustomer*List briefexampleAh assumes theydon’t have anaccount with us / butyou were still able tosecure paymentutilizing resources oncollect web Securedsame daypayment* no late feeSetcustomerup on a r3programAh statesaffected bycovid*brief exampleof empathyHi I’m (name) callingfrom (division) how are youtoday ?Asked forspouse &securedpaymentBalancein fullSame day Used tworebuttals andsecuredpaymentSecuredpayment ona trickyvoicemailaccountFreespaceI don’t trust payingover the phone !Offer to send a realtime emailreferencing accountstatus so ah feelsmore comfortable &secure payment

Retention Lingo Blackout - 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. Ah asked for explanation of balance increasing
  2. Ah states there wife takes care of the bill // but you were still able to secure payment
  3. Customer yelling and not once did you match their tone . Even got an apology or payment
  4. Account owner with the same first name as you
  5. Account owner says there driving
  6. Ah says there never late , and you realize there late every month . Suggest due date change once account is current
  7. Advised customer of last payment received on account
  8. “ I’ll send it in the mail” Advise customer that they are prolonging the delinquency on the account
  9. Ah doesn’t want to verify account when calling in
  10. Returned payment
  11. Hardship Enrollment
  12. Account 2 payments past due & secured payment
  13. Return payment
  14. Educated customer *List brief example
  15. Ah assumes they don’t have an account with us / but you were still able to secure payment utilizing resources on collect web
  16. Secured same day payment * no late fee
  17. Set customer up on a r3 program
  18. Ah states affected by covid *brief example of empathy
  19. Hi I’m ( name) calling from (division ) how are you today ?
  20. Asked for spouse & secured payment
  21. Balance in full Same day
  22. Used two rebuttals and secured payment
  23. Secured payment on a tricky voicemail account
  24. Free space
  25. I don’t trust paying over the phone ! Offer to send a real time email referencing account status so ah feels more comfortable & secure payment