(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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Build rapport around the smart device
Enthused tone from start to finish
Acknowledge the customer by their name
Asked "if there's anything else to assist with" prior to transfer/call ending
Assured the customer that we can assist.
Remained conversational
Followed the proper 5-point hold procedure
Provided clear instructions
Delivered an exceptional experience
Asked probing questions
Didn't over talk the customer
Used tools
Celebrated wins with the customer (reassurance)
Troubleshooted the issue before transferring
Warm Transfer
Answered the call within 10 seconds (mic down vs up)
Branded the call
Shared best practice to a peer
Owned the resolution with positive phrasing
Reassured the customer with more than 3 power words
Assisted in the group chat
Tailored the empathy statement to the reason for calling
Mentioned the outbound script
Dispositioned the call properly
Recapped the call prior to ending/transferring
Confirmed the reason for calling outside of the compassion statement
