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