Free!Completed atask withouthaving to callanotherdepartmentExpressedEmpathyExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Exhibited the"Thankful"element ofMIPAsked thecustomer aconnectionquestion"Can Do"statementusedMade apaymentRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardDeescalatedupsetcustomerFCRRepresentativeasks customera connectionquestionAuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcallingFree!Completed atask withouthaving to callanotherdepartmentExpressedEmpathyExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Exhibited the"Thankful"element ofMIPAsked thecustomer aconnectionquestion"Can Do"statementusedMade apaymentRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardDeescalatedupsetcustomerFCRRepresentativeasks customera connectionquestionAuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcalling

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