DeliveredanexceptionalexperienceSharedbestpractice toa peerDispositionedthe callproperlyAskedprobingquestionsOwned theresolutionwith positivephrasingLeftdetailednotesCelebratedwins with thecustomer(reassurance)Assistedin thegroupchatFollowed theproper 5-point holdprocedureReassuredthe customerwith morethan 3 powerwordsWarmTransferAssured thecustomerthat we canassist.Troubleshootedthe issuebeforetransferringAsked "if there'sanything else toassist with" priorto transfer/callendingBuild rapportaround thesmart deviceAcknowledgethe customerby their nameScheduleda callbackDidn'tover talkthecustomerRemainedconversationalBrandedthe callUsedtoolsRecapped the callprior toending/transferringTailored theempathystatement tothe reasonfor callingConfirmed thereason forcalling outsideof thecompassionstatementMentionedtheoutboundscriptEnthusedtone fromstart tofinishProvidedclearinstructionsSent anACE toa PeerAnswered thecall within 10seconds (micdown vs up)DeliveredanexceptionalexperienceSharedbestpractice toa peerDispositionedthe callproperlyAskedprobingquestionsOwned theresolutionwith positivephrasingLeftdetailednotesCelebratedwins with thecustomer(reassurance)Assistedin thegroupchatFollowed theproper 5-point holdprocedureReassuredthe customerwith morethan 3 powerwordsWarmTransferAssured thecustomerthat we canassist.Troubleshootedthe issuebeforetransferringAsked "if there'sanything else toassist with" priorto transfer/callendingBuild rapportaround thesmart deviceAcknowledgethe customerby their nameScheduleda callbackDidn'tover talkthecustomerRemainedconversationalBrandedthe callUsedtoolsRecapped the callprior toending/transferringTailored theempathystatement tothe reasonfor callingConfirmed thereason forcalling outsideof thecompassionstatementMentionedtheoutboundscriptEnthusedtone fromstart tofinishProvidedclearinstructionsSent anACE toa PeerAnswered thecall within 10seconds (micdown vs up)

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