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