FCRProvidedself-serviceoptions(OLB/MobileApp/ATM)Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedUsed Step-Up toPerform aHigh-riskRequestRecap whatassistance hasbeen providedat the end ofthe callFree!ExpressedEmpathyCompleted atask withouthaving to callanotherdepartmentDeescalatedupsetcustomerRepresentativeasks customera connectionquestionRepeatedthecustomer'sreason forcallingExhibited the"Welcoming"element ofMIPIssued areplacementcredit cardExhibited the"Thankful"element ofMIP"Can Do"statementusedAsked thecustomer aconnectionquestionFCRProvidedself-serviceoptions(OLB/MobileApp/ATM)Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedUsed Step-Up toPerform aHigh-riskRequestRecap whatassistance hasbeen providedat the end ofthe callFree!ExpressedEmpathyCompleted atask withouthaving to callanotherdepartmentDeescalatedupsetcustomerRepresentativeasks customera connectionquestionRepeatedthecustomer'sreason forcallingExhibited the"Welcoming"element ofMIPIssued areplacementcredit cardExhibited the"Thankful"element ofMIP"Can Do"statementusedAsked thecustomer aconnectionquestion

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.


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