Framedthe con-versationUpsetcallerOpenednewcaseConnectEEwithrequestedserviceMatchedtoneAssignedproviderto caseExplainedbenefitScheduledapptEngagedcallerOpen-endedquestionClarifyingquestionProbingquestionUsed the10 minutebreak (selfcare)GatheredallnecessaryinfoVerifiedEEeligibilityPaidcompleteattentionMatchedtoneSaid"thankyou"Closed-endedquestionGave apeer agenuinecomplimentEngagedcallerScheduledapptReadAllNotesParaphraseEEFramedthe con-versationUpsetcallerOpenednewcaseConnectEEwithrequestedserviceMatchedtoneAssignedproviderto caseExplainedbenefitScheduledapptEngagedcallerOpen-endedquestionClarifyingquestionProbingquestionUsed the10 minutebreak (selfcare)GatheredallnecessaryinfoVerifiedEEeligibilityPaidcompleteattentionMatchedtoneSaid"thankyou"Closed-endedquestionGave apeer agenuinecomplimentEngagedcallerScheduledapptReadAllNotesParaphraseEE

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