CE 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.

1. You set up a service call for an ASO
2. Problem Ownership: You identified and took ownership of recurring issues on 3 calls
3. You talked to 3 female customers
4. Setting Expectations: You stated the goal of the call on 3 calls
5. Resilience: You de-escalated an irate customer
6. Setting Expectations: You described any actions that should be taken after the call and turnaround times on 3 calls
7. You talked to 3 male customers
8. Received 1 Kudos call
9. Problem Ownership: You recapped the solutions provided before ending the call on 3 calls
10. Customer Recognition: You verified security account measures on 3 calls
11. You scheduled a service call within quota (did not use “escalated”)
12. Customer Recognition: You verified the name of the caller and any persons spoken to during the call on 3 calls
13. You sent a Local Office Follow-Ups
14. You performed a modem swap
15. Problem Ownership: You apologized for issues or inconveniences that are caused by the company or its associates on 3 calls
16. You resolved 3 residential video calls without a truck roll
17. You reported an outage using Helpdesk
18. Problem Ownership: You stated the customer’s reason for calling by repeating or rephrasing it back on 7 calls
19. Customer Recognition: You used notes on the account to avoid duplication of efforts
20. Customer Recognition: Used the customer’s name at least 1 time on 7 calls
21. You resolved 3 business HSD calls without a truck roll
22. You assisted a customer with resetting their Sparklight/NewWave password
23. You used Where’s My Tech to provided status of a service call to a customer
24. Customer Recognition: You used Screen Pop and verbally identified IVR verification on 10 calls
25. 50+ flaps in blue Pill for a modem
26. Customer gave you a compliment
27. Professionalism and Manners: You greeted 10 callers with your name and the correct call center
28. Customer Recognition: You acknowledged high LTV during the call; mentioned their High Value when offering LTV perks on 3 calls
29. You resolved 3 residential HSD calls without a truck roll
30. Professionalism and Manners: You used simple soft skills when working the customer (“please”, “thank you”, “you’re welcome” on 10 calls