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