Asked thecustomer aconnectionquestionRecap whatassistance hasbeen providedat the end ofthe callCompleted atask withouthaving to callanotherdepartmentExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestRepeatedthecustomer'sreason forcallingDeescalatedupsetcustomerExhibited the"Thankful"element ofMIPFree!Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedProvidedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestion"Can Do"statementusedFCRIssued areplacementcredit cardExpressedEmpathyAsked thecustomer aconnectionquestionRecap whatassistance hasbeen providedat the end ofthe callCompleted atask withouthaving to callanotherdepartmentExhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestRepeatedthecustomer'sreason forcallingDeescalatedupsetcustomerExhibited the"Thankful"element ofMIPFree!Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedProvidedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestion"Can Do"statementusedFCRIssued areplacementcredit cardExpressedEmpathy

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