Used the10 minutebreak (selfcare)MatchedtonePaidcompleteattentionEngagedcallerOpenednewcaseSaid"thankyou"ExplainedbenefitClosed-endedquestionClarifyingquestionOpen-endedquestionVerifiedEEeligibilityParaphraseEEScheduledapptGatheredallnecessaryinfoReadAllNotesMatchedtoneGave apeer agenuinecomplimentEngagedcallerConnectEEwithrequestedserviceScheduledapptFramedthe con-versationUpsetcallerAssignedproviderto caseProbingquestionUsed the10 minutebreak (selfcare)MatchedtonePaidcompleteattentionEngagedcallerOpenednewcaseSaid"thankyou"ExplainedbenefitClosed-endedquestionClarifyingquestionOpen-endedquestionVerifiedEEeligibilityParaphraseEEScheduledapptGatheredallnecessaryinfoReadAllNotesMatchedtoneGave apeer agenuinecomplimentEngagedcallerConnectEEwithrequestedserviceScheduledapptFramedthe con-versationUpsetcallerAssignedproviderto caseProbingquestion

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