First callresolutionReceiveda callabout HIPproductSent acertificateCompletedthe"Products"field in H2Receiveda callabout ATBproductQuotedbenefitsfrom acertificateStayed inWrap up< 2 minsPlacedcaller onhold onceAsked/VerifiedEmailMailedClaimformAdvised amember whytheir claimwas deniedReceivescall fromgroup notcurrentlyeffectiveVerifiedcallerAsked forCall backnumberTook awellnessclaim overthe phoneDisplayedEmpathyPlaced anoutboundcallRecommendedPortal tomemberTransfersappropriatecall to NTTVerifiedclaimdocumentswerereceivedReviewedthe claimtracker forclaiminformationDiscussedwellnessbenefits witha memberCaller didnot repeatinformationCaller onhold for <1 minFirst callresolutionReceiveda callabout HIPproductSent acertificateCompletedthe"Products"field in H2Receiveda callabout ATBproductQuotedbenefitsfrom acertificateStayed inWrap up< 2 minsPlacedcaller onhold onceAsked/VerifiedEmailMailedClaimformAdvised amember whytheir claimwas deniedReceivescall fromgroup notcurrentlyeffectiveVerifiedcallerAsked forCall backnumberTook awellnessclaim overthe phoneDisplayedEmpathyPlaced anoutboundcallRecommendedPortal tomemberTransfersappropriatecall to NTTVerifiedclaimdocumentswerereceivedReviewedthe claimtracker forclaiminformationDiscussedwellnessbenefits witha memberCaller didnot repeatinformationCaller onhold for <1 min

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