"Can Do"statementusedExpressedEmpathyExhibited the"Thankful"element ofMIPAuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentIssued areplacementcredit cardFCRRepresentativeasks customera connectionquestionRepeatedthecustomer'sreason forcallingMade apaymentDeescalatedupsetcustomerProvidedself-serviceoptions(OLB/MobileApp/ATM)Used Step-Up toPerform aHigh-riskRequestExhibited the"Welcoming"element ofMIPFree!Recap whatassistance hasbeen providedat the end ofthe call"Can Do"statementusedExpressedEmpathyExhibited the"Thankful"element ofMIPAuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentIssued areplacementcredit cardFCRRepresentativeasks customera connectionquestionRepeatedthecustomer'sreason forcallingMade apaymentDeescalatedupsetcustomerProvidedself-serviceoptions(OLB/MobileApp/ATM)Used Step-Up toPerform aHigh-riskRequestExhibited the"Welcoming"element ofMIPFree!Recap whatassistance hasbeen providedat the end ofthe call

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