anticipated caller's need Used Compassion statement gave team member a compliment Said "Good Morning" to the team Used Effective Listening Skills took a Supervisor Call 100% UES sent coaching email used Please and Thank You listened to UES Call side by side coaching session conducted print / mail PRA/EOB de- escalate angry caller assisted non-team member with question Full Green AHT responded to caller with empathy Sent Escalation email to Claims used KANA to answer a question 100% QA Score resolved an escalation Metrics Coaching Session reviewed team adherence helped another TL resolve an issue Perfect Attendance for the month anticipated caller's need Used Compassion statement gave team member a compliment Said "Good Morning" to the team Used Effective Listening Skills took a Supervisor Call 100% UES sent coaching email used Please and Thank You listened to UES Call side by side coaching session conducted print / mail PRA/EOB de- escalate angry caller assisted non-team member with question Full Green AHT responded to caller with empathy Sent Escalation email to Claims used KANA to answer a question 100% QA Score resolved an escalation Metrics Coaching Session reviewed team adherence helped another TL resolve an issue Perfect Attendance for the month
(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.
anticipated caller's need
Used Compassion statement
gave team member a compliment
Said "Good Morning" to the team
Used
Effective
Listening
Skills
took a
Supervisor
Call
100%
UES
sent coaching email
used Please and Thank You
listened to UES Call
side by side coaching session conducted
print / mail
PRA/EOB
de-escalate angry caller
assisted non-team member with question
Full Green
AHT
responded to caller with empathy
Sent Escalation email to Claims
used KANA to answer a question
100%
QA Score
resolved an escalation
Metrics
Coaching
Session
reviewed
team
adherence
helped another TL resolve an issue
Perfect Attendance for the month