Scheduleda callbackBrandedthe callAsked "if there'sanything else toassist with" priorto transfer/callendingOwned theresolutionwith positivephrasingUsedtoolsRecapped the callprior toending/transferringAskedprobingquestionsSharedbestpractice toa peerTroubleshootedthe issuebeforetransferringFollowed theproper 5-point holdprocedureAssured thecustomerthat we canassist.Dispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Build rapportaround thesmart deviceRemainedconversationalSent anACE toa PeerMentionedtheoutboundscriptProvidedclearinstructionsDidn'tover talkthecustomerAcknowledgethe customerby their nameAssistedin thegroupchatDeliveredanexceptionalexperienceTailored theempathystatement tothe reasonfor callingLeftdetailednotesWarmTransferConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe customerwith morethan 3 powerwordsEnthusedtone fromstart tofinishScheduleda callbackBrandedthe callAsked "if there'sanything else toassist with" priorto transfer/callendingOwned theresolutionwith positivephrasingUsedtoolsRecapped the callprior toending/transferringAskedprobingquestionsSharedbestpractice toa peerTroubleshootedthe issuebeforetransferringFollowed theproper 5-point holdprocedureAssured thecustomerthat we canassist.Dispositionedthe callproperlyCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Build rapportaround thesmart deviceRemainedconversationalSent anACE toa PeerMentionedtheoutboundscriptProvidedclearinstructionsDidn'tover talkthecustomerAcknowledgethe customerby their nameAssistedin thegroupchatDeliveredanexceptionalexperienceTailored theempathystatement tothe reasonfor callingLeftdetailednotesWarmTransferConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe customerwith morethan 3 powerwordsEnthusedtone fromstart tofinish

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