CE Shadow 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. Deliver a friendly greeting.
2. Agent deescalated a frustrated client.
3. Agent recapped the client's need for calling in.
4. Agent built rapport during a call.
5. Added or swapped vehicles for a client.
6. Agent completed a client's issue in one call.
7. Agent explained coverages to a client.
8. Agent used the KB to help during a call.
9. Advise a client of their deductible.
10. Guide client through the claims process.
11. Agent used an email template.
12. Agent showed empathy for the client.
13. Agent used the warm transfer method.
14. Agent created a ticket using a ticket template.
15. Agent associated a call to a ticket.
16. Agent offered a referral for a claim.
17. Filed a claim.
18. Agent set proper expectations.
19. Agent accepted a chat request via Zoho.
20. Agent Acknowledged Loyalty.
21. Agent used effective questioning.
22. Agent documented the call details in the ticket.
23. Agent confirmed a client's home address.
24. Agent demonstrated ownership of client's issue.