EngagedcallerSaid"thankyou"OpenednewcaseScheduledapptUpsetcallerEngagedcallerGave apeer agenuinecomplimentGatheredallnecessaryinfoVerifiedEEeligibilityScheduledapptMatchedtoneOpen-endedquestionExplainedbenefitReadAllNotesClarifyingquestionAssignedproviderto caseUsed the10 minutebreak (selfcare)MatchedtoneParaphraseEEConnectEEwithrequestedservicePaidcompleteattentionProbingquestionFramedthe con-versationClosed-endedquestionEngagedcallerSaid"thankyou"OpenednewcaseScheduledapptUpsetcallerEngagedcallerGave apeer agenuinecomplimentGatheredallnecessaryinfoVerifiedEEeligibilityScheduledapptMatchedtoneOpen-endedquestionExplainedbenefitReadAllNotesClarifyingquestionAssignedproviderto caseUsed the10 minutebreak (selfcare)MatchedtoneParaphraseEEConnectEEwithrequestedservicePaidcompleteattentionProbingquestionFramedthe con-versationClosed-endedquestion

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