Open-endedquestionVerifiedEEeligibilityClosed-endedquestionExplainedbenefitFramedthe con-versationSaid"thankyou"Gave apeer agenuinecomplimentEngagedcallerProbingquestionScheduledapptConnectEEwithrequestedserviceOpenednewcaseReadAllNotesMatchedtoneGatheredallnecessaryinfoUpsetcallerClarifyingquestionEngagedcallerUsed the10 minutebreak (selfcare)PaidcompleteattentionMatchedtoneParaphraseEEAssignedproviderto caseScheduledapptOpen-endedquestionVerifiedEEeligibilityClosed-endedquestionExplainedbenefitFramedthe con-versationSaid"thankyou"Gave apeer agenuinecomplimentEngagedcallerProbingquestionScheduledapptConnectEEwithrequestedserviceOpenednewcaseReadAllNotesMatchedtoneGatheredallnecessaryinfoUpsetcallerClarifyingquestionEngagedcallerUsed the10 minutebreak (selfcare)PaidcompleteattentionMatchedtoneParaphraseEEAssignedproviderto caseScheduledappt

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