Agentadvised howcustomer canself serviceongoingSettlementFigureProvidedPitchChangesto createpositivityAddressChangeCompletedID&VFailedAgentconfirmedthe situation- Reflectedon issueAgentBumped upquery toTL/TL ChatCardPaymentTakenClosedQuestionLoanApplicationAmendedComplaintRaisedOpen,Probing,ClosedQuestions allused on 1 CallAgent asked"anythingelse i canhelp withtoday?"VerbalNods(hmm, Iunderstand)ApplicationCallHandledEmpathyShownProbingQuestionAgent Said"Im sorry youare feelingthis way"OpenQuestionAgent offeredSolution toproblem whichcustomeracceptedSympathyShownCustomersaid"Thankyou"CustomerServiceQueryHandledBankDetailsChangedAgentadvised howcustomer canself serviceongoingSettlementFigureProvidedPitchChangesto createpositivityAddressChangeCompletedID&VFailedAgentconfirmedthe situation- Reflectedon issueAgentBumped upquery toTL/TL ChatCardPaymentTakenClosedQuestionLoanApplicationAmendedComplaintRaisedOpen,Probing,ClosedQuestions allused on 1 CallAgent asked"anythingelse i canhelp withtoday?"VerbalNods(hmm, Iunderstand)ApplicationCallHandledEmpathyShownProbingQuestionAgent Said"Im sorry youare feelingthis way"OpenQuestionAgent offeredSolution toproblem whichcustomeracceptedSympathyShownCustomersaid"Thankyou"CustomerServiceQueryHandledBankDetailsChanged

Metro Bank Bing - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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.


1
G
2
O
3
O
4
I
5
I
6
N
7
G
8
O
9
B
10
B
11
I
12
G
13
I
14
B
15
I
16
G
17
B
18
B
19
N
20
N
21
O
22
O
23
N
24
G
  1. G-Agent advised how customer can self service ongoing
  2. O-Settlement Figure Provided
  3. O-Pitch Changes to create positivity
  4. I-Address Change Completed
  5. I-ID&V Failed
  6. N-Agent confirmed the situation - Reflected on issue
  7. G-Agent Bumped up query to TL/TL Chat
  8. O-Card Payment Taken
  9. B-Closed Question
  10. B-Loan Application Amended
  11. I-Complaint Raised
  12. G-Open, Probing, Closed Questions all used on 1 Call
  13. I-Agent asked "anything else i can help with today?"
  14. B-Verbal Nods (hmm, I understand)
  15. I-Application Call Handled
  16. G-Empathy Shown
  17. B-Probing Question
  18. B-Agent Said "Im sorry you are feeling this way"
  19. N-Open Question
  20. N-Agent offered Solution to problem which customer accepted
  21. O-Sympathy Shown
  22. O-Customer said "Thank you"
  23. N-Customer Service Query Handled
  24. G-Bank Details Changed