MentionedtheoutboundscriptDidn'tover talkthecustomerAssistedin thegroupchatWarmTransferTailored theempathystatement tothe reasonfor callingConfirmed thereason forcalling outsideof thecompassionstatementBuild rapportaround thesmart deviceEnthusedtone fromstart tofinishDispositionedthe callproperlySent anACE toa PeerRemainedconversationalAnswered thecall within 10seconds (micdown vs up)AskedprobingquestionsProvidedclearinstructionsTroubleshootedthe issuebeforetransferringUsedtoolsDeliveredanexceptionalexperienceBrandedthe callLeftdetailednotesAssured thecustomerthat we canassist.Followed theproper 5-point holdprocedureAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpractice toa peerOwned theresolutionwith positivephrasingAcknowledgethe customerby their nameRecapped the callprior toending/transferringScheduleda callbackCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith morethan 3 powerwordsMentionedtheoutboundscriptDidn'tover talkthecustomerAssistedin thegroupchatWarmTransferTailored theempathystatement tothe reasonfor callingConfirmed thereason forcalling outsideof thecompassionstatementBuild rapportaround thesmart deviceEnthusedtone fromstart tofinishDispositionedthe callproperlySent anACE toa PeerRemainedconversationalAnswered thecall within 10seconds (micdown vs up)AskedprobingquestionsProvidedclearinstructionsTroubleshootedthe issuebeforetransferringUsedtoolsDeliveredanexceptionalexperienceBrandedthe callLeftdetailednotesAssured thecustomerthat we canassist.Followed theproper 5-point holdprocedureAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpractice toa peerOwned theresolutionwith positivephrasingAcknowledgethe customerby their nameRecapped the callprior toending/transferringScheduleda callbackCelebratedwins with thecustomer(reassurance)Reassuredthe customerwith morethan 3 powerwords

PILOT 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.


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  1. Mentioned the outbound script
  2. Didn't over talk the customer
  3. Assisted in the group chat
  4. Warm Transfer
  5. Tailored the empathy statement to the reason for calling
  6. Confirmed the reason for calling outside of the compassion statement
  7. Build rapport around the smart device
  8. Enthused tone from start to finish
  9. Dispositioned the call properly
  10. Sent an ACE to a Peer
  11. Remained conversational
  12. Answered the call within 10 seconds (mic down vs up)
  13. Asked probing questions
  14. Provided clear instructions
  15. Troubleshooted the issue before transferring
  16. Used tools
  17. Delivered an exceptional experience
  18. Branded the call
  19. Left detailed notes
  20. Assured the customer that we can assist.
  21. Followed the proper 5-point hold procedure
  22. Asked "if there's anything else to assist with" prior to transfer/call ending
  23. Shared best practice to a peer
  24. Owned the resolution with positive phrasing
  25. Acknowledge the customer by their name
  26. Recapped the call prior to ending/transferring
  27. Scheduled a callback
  28. Celebrated wins with the customer (reassurance)
  29. Reassured the customer with more than 3 power words