Recapped the callprior toending/transferringDeliveredanexceptionalexperienceFollowed theproper 5-point holdprocedureTailored theempathystatement tothe reasonfor callingAnswered thecall within 10seconds (micdown vs up)Owned theresolutionwith positivephrasingEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)UsedtoolsProvidedclearinstructionsAssured thecustomerthat we canassist.Sharedbestpractice toa peerDispositionedthe callproperlyRemainedconversationalAsked "if there'sanything else toassist with" priorto transfer/callendingScheduleda callbackWarmTransferDidn'tover talkthecustomerSent anACE toa PeerAssistedin thegroupchatBuild rapportaround thesmart deviceTroubleshootedthe issuebeforetransferringMentionedtheoutboundscriptAskedprobingquestionsLeftdetailednotesBrandedthe callAcknowledgethe customerby their nameConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe customerwith morethan 3 powerwordsRecapped the callprior toending/transferringDeliveredanexceptionalexperienceFollowed theproper 5-point holdprocedureTailored theempathystatement tothe reasonfor callingAnswered thecall within 10seconds (micdown vs up)Owned theresolutionwith positivephrasingEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)UsedtoolsProvidedclearinstructionsAssured thecustomerthat we canassist.Sharedbestpractice toa peerDispositionedthe callproperlyRemainedconversationalAsked "if there'sanything else toassist with" priorto transfer/callendingScheduleda callbackWarmTransferDidn'tover talkthecustomerSent anACE toa PeerAssistedin thegroupchatBuild rapportaround thesmart deviceTroubleshootedthe issuebeforetransferringMentionedtheoutboundscriptAskedprobingquestionsLeftdetailednotesBrandedthe callAcknowledgethe customerby their nameConfirmed thereason forcalling outsideof thecompassionstatementReassuredthe 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. Recapped the call prior to ending/transferring
  2. Delivered an exceptional experience
  3. Followed the proper 5-point hold procedure
  4. Tailored the empathy statement to the reason for calling
  5. Answered the call within 10 seconds (mic down vs up)
  6. Owned the resolution with positive phrasing
  7. Enthused tone from start to finish
  8. Celebrated wins with the customer (reassurance)
  9. Used tools
  10. Provided clear instructions
  11. Assured the customer that we can assist.
  12. Shared best practice to a peer
  13. Dispositioned the call properly
  14. Remained conversational
  15. Asked "if there's anything else to assist with" prior to transfer/call ending
  16. Scheduled a callback
  17. Warm Transfer
  18. Didn't over talk the customer
  19. Sent an ACE to a Peer
  20. Assisted in the group chat
  21. Build rapport around the smart device
  22. Troubleshooted the issue before transferring
  23. Mentioned the outbound script
  24. Asked probing questions
  25. Left detailed notes
  26. Branded the call
  27. Acknowledge the customer by their name
  28. Confirmed the reason for calling outside of the compassion statement
  29. Reassured the customer with more than 3 power words