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