VerifiedcallerCompletedthe"Products"field in H2Caller didnot repeatinformationFirst callresolutionPlaced anoutboundcallDiscussedwellnessbenefits witha memberStayed inWrap up< 2 minsReviewedthe claimtracker forclaiminformationTransfersappropriatecall to NTTMailedClaimformReceiveda callabout HIPproductSent acertificateDisplayedEmpathyRecommendedPortal tomemberTook awellnessclaim overthe phoneAsked/VerifiedEmailAsked forCall backnumberPlacedcaller onhold onceReceiveda callabout ATBproductQuotedbenefitsfrom acertificateReceivescall fromgroup notcurrentlyeffectiveCaller onhold for <1 minAdvised amember whytheir claimwas deniedVerifiedclaimdocumentswerereceivedVerifiedcallerCompletedthe"Products"field in H2Caller didnot repeatinformationFirst callresolutionPlaced anoutboundcallDiscussedwellnessbenefits witha memberStayed inWrap up< 2 minsReviewedthe claimtracker forclaiminformationTransfersappropriatecall to NTTMailedClaimformReceiveda callabout HIPproductSent acertificateDisplayedEmpathyRecommendedPortal tomemberTook awellnessclaim overthe phoneAsked/VerifiedEmailAsked forCall backnumberPlacedcaller onhold onceReceiveda callabout ATBproductQuotedbenefitsfrom acertificateReceivescall fromgroup notcurrentlyeffectiveCaller onhold for <1 minAdvised amember whytheir claimwas deniedVerifiedclaimdocumentswerereceived

Customer Service - 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
G
3
B
4
B
5
B
6
I
7
I
8
O
9
I
10
B
11
B
12
G
13
N
14
O
15
G
16
I
17
I
18
G
19
N
20
N
21
O
22
O
23
N
24
G
  1. O-Verified caller
  2. G-Completed the "Products" field in H2
  3. B-Caller did not repeat information
  4. B-First call resolution
  5. B-Placed an outbound call
  6. I-Discussed wellness benefits with a member
  7. I-Stayed in Wrap up < 2 mins
  8. O-Reviewed the claim tracker for claim information
  9. I-Transfers appropriate call to NTT
  10. B-Mailed Claim form
  11. B-Received a call about HIP product
  12. G-Sent a certificate
  13. N-Displayed Empathy
  14. O-Recommended Portal to member
  15. G-Took a wellness claim over the phone
  16. I-Asked/Verified Email
  17. I-Asked for Call back number
  18. G-Placed caller on hold once
  19. N-Received a call about ATB product
  20. N-Quoted benefits from a certificate
  21. O-Receives call from group not currently effective
  22. O-Caller on hold for < 1 min
  23. N-Advised a member why their claim was denied
  24. G-Verified claim documents were received