Scheduleda callbackRecapped the callprior toending/transferringDispositionedthe callproperlyFollowed theproper 5-point holdprocedureSent anACE toa PeerAnswered thecall within 10seconds (micdown vs up)LeftdetailednotesMentionedtheoutboundscriptProvidedclearinstructionsUsedtoolsEnthusedtone fromstart tofinishDeliveredanexceptionalexperienceAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpractice toa peerReassuredthe customerwith morethan 3 powerwordsDidn'tover talkthecustomerOwned theresolutionwith positivephrasingWarmTransferRemainedconversationalBuild rapportaround thesmart deviceBrandedthe callTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingAcknowledgethe customerby their nameAssured thecustomerthat we canassist.Assistedin thegroupchatAskedprobingquestionsCelebratedwins with thecustomer(reassurance)Scheduleda callbackRecapped the callprior toending/transferringDispositionedthe callproperlyFollowed theproper 5-point holdprocedureSent anACE toa PeerAnswered thecall within 10seconds (micdown vs up)LeftdetailednotesMentionedtheoutboundscriptProvidedclearinstructionsUsedtoolsEnthusedtone fromstart tofinishDeliveredanexceptionalexperienceAsked "if there'sanything else toassist with" priorto transfer/callendingSharedbestpractice toa peerReassuredthe customerwith morethan 3 powerwordsDidn'tover talkthecustomerOwned theresolutionwith positivephrasingWarmTransferRemainedconversationalBuild rapportaround thesmart deviceBrandedthe callTroubleshootedthe issuebeforetransferringConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingAcknowledgethe customerby their nameAssured thecustomerthat we canassist.Assistedin thegroupchatAskedprobingquestionsCelebratedwins with thecustomer(reassurance)

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