TookOwnershipof callEscalatedan ongoingissue toSupervisorHelped ateammatePerfectAttendancefor themonthUsedCompassionstatementUsedPleaseandThank youGaveWebresources100%QAScoreMaintainedControl ofthe callRespondedto callerwithEmpathyReducedACW by10secondsUsedKANA tofind answerto question100%UESMade a greatconnectionwith thecallerReceivedPositive UESCustomerCommentsCompletedHandwrittenNoteFull GreenAdherenceAsked forhelp fromteammate orsupervisorAnticipatedCaller'sNeedsEngagedthecallerNOWAPMODe-escalatedan AngryCallerFullGreenAHTUsedEffectiveListeningSkillsTookOwnershipof callEscalatedan ongoingissue toSupervisorHelped ateammatePerfectAttendancefor themonthUsedCompassionstatementUsedPleaseandThank youGaveWebresources100%QAScoreMaintainedControl ofthe callRespondedto callerwithEmpathyReducedACW by10secondsUsedKANA tofind answerto question100%UESMade a greatconnectionwith thecallerReceivedPositive UESCustomerCommentsCompletedHandwrittenNoteFull GreenAdherenceAsked forhelp fromteammate orsupervisorAnticipatedCaller'sNeedsEngagedthecallerNOWAPMODe-escalatedan AngryCallerFullGreenAHTUsedEffectiveListeningSkills

CCP Bingo - 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. Took Ownership of call
  2. Escalated an ongoing issue to Supervisor
  3. Helped a teammate
  4. Perfect Attendance for the month
  5. Used Compassion statement
  6. Used Please and Thank you
  7. Gave Web resources
  8. 100% QA Score
  9. Maintained Control of the call
  10. Responded to caller with Empathy
  11. Reduced ACW by 10 seconds
  12. Used KANA to find answer to question
  13. 100% UES
  14. Made a great connection with the caller
  15. Received Positive UES Customer Comments
  16. Completed Handwritten Note
  17. Full Green Adherence
  18. Asked for help from teammate or supervisor
  19. Anticipated Caller's Needs
  20. Engaged the caller
  21. NO WAPMO
  22. De-escalated an Angry Caller
  23. Full Green AHT
  24. Used Effective Listening Skills