AuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionRepresentativeasks customera connectionquestionMade apaymentExpressedEmpathyRepeatedthecustomer'sreason forcallingUsed Step-Up toPerform aHigh-riskRequestExhibited the"Welcoming"element ofMIPFree!FCRProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedCompleted atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callDeescalatedupsetcustomerIssued areplacementcredit cardExhibited the"Thankful"element ofMIPAuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionRepresentativeasks customera connectionquestionMade apaymentExpressedEmpathyRepeatedthecustomer'sreason forcallingUsed Step-Up toPerform aHigh-riskRequestExhibited the"Welcoming"element ofMIPFree!FCRProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedCompleted atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callDeescalatedupsetcustomerIssued areplacementcredit cardExhibited the"Thankful"element ofMIP

Call Shadowing 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
  1. Authentication Successfully Completed/ Acknowledged
  2. Asked the customer a connection question
  3. Representative asks customer a connection question
  4. Made a payment
  5. Expressed Empathy
  6. Repeated the customer's reason for calling
  7. Used Step-Up to Perform a High-risk Request
  8. Exhibited the "Welcoming" element of MIP
  9. Free!
  10. FCR
  11. Provided self-service options (OLB/Mobile App/ATM)
  12. "Can Do" statement used
  13. Completed a task without having to call another department
  14. Recap what assistance has been provided at the end of the call
  15. Deescalated upset customer
  16. Issued a replacement credit card
  17. Exhibited the "Thankful" element of MIP