DisplayedEmpathySent acertificateDiscussedwellnessbenefits witha memberReceiveda callabout HIPproductTransfersappropriatecall to NTTReceiveda callabout ATBproductPlacedcaller onhold onceQuotedbenefitsfrom acertificateCaller onhold for <1 minTook awellnessclaim overthe phoneVerifiedcallerCaller didnot repeatinformationFirst callresolutionStayed inWrap up< 2 minsReceivescall fromgroup notcurrentlyeffectiveReviewedthe claimtracker forclaiminformationVerifiedclaimdocumentswerereceivedRecommendedPortal tomemberAsked/VerifiedEmailAsked forCall backnumberCompletedthe"Products"field in H2Placed anoutboundcallAdvised amember whytheir claimwas deniedMailedClaimformDisplayedEmpathySent acertificateDiscussedwellnessbenefits witha memberReceiveda callabout HIPproductTransfersappropriatecall to NTTReceiveda callabout ATBproductPlacedcaller onhold onceQuotedbenefitsfrom acertificateCaller onhold for <1 minTook awellnessclaim overthe phoneVerifiedcallerCaller didnot repeatinformationFirst callresolutionStayed inWrap up< 2 minsReceivescall fromgroup notcurrentlyeffectiveReviewedthe claimtracker forclaiminformationVerifiedclaimdocumentswerereceivedRecommendedPortal tomemberAsked/VerifiedEmailAsked forCall backnumberCompletedthe"Products"field in H2Placed anoutboundcallAdvised amember whytheir claimwas deniedMailedClaimform

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