MatchedtoneMatchedtoneAssignedproviderto caseSaid"thankyou"ClarifyingquestionParaphraseEEFramedthe con-versationEngagedcallerScheduledapptClosed-endedquestionGave apeer agenuinecomplimentScheduledapptGatheredallnecessaryinfoOpen-endedquestionConnectEEwithrequestedserviceOpenednewcaseVerifiedEEeligibilityProbingquestionEngagedcallerPaidcompleteattentionReadAllNotesUsed the10 minutebreak (selfcare)UpsetcallerExplainedbenefitMatchedtoneMatchedtoneAssignedproviderto caseSaid"thankyou"ClarifyingquestionParaphraseEEFramedthe con-versationEngagedcallerScheduledapptClosed-endedquestionGave apeer agenuinecomplimentScheduledapptGatheredallnecessaryinfoOpen-endedquestionConnectEEwithrequestedserviceOpenednewcaseVerifiedEEeligibilityProbingquestionEngagedcallerPaidcompleteattentionReadAllNotesUsed the10 minutebreak (selfcare)UpsetcallerExplainedbenefit

Active Listening/Effective Questions - 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. Matched tone
  2. Matched tone
  3. Assigned provider to case
  4. Said "thank you"
  5. Clarifying question
  6. Paraphrase EE
  7. Framed the con-versation
  8. Engaged caller
  9. Scheduled appt
  10. Closed-ended question
  11. Gave a peer a genuine compliment
  12. Scheduled appt
  13. Gathered all necessary info
  14. Open-ended question
  15. Connect EE with requested service
  16. Opened new case
  17. Verified EE eligibility
  18. Probing question
  19. Engaged caller
  20. Paid complete attention
  21. Read All Notes
  22. Used the 10 minute break (self care)
  23. Upset caller
  24. Explained benefit