Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Thankful"element ofMIPDeescalatedupsetcustomerExhibited the"Welcoming"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionFree!Completed atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestExpressedEmpathyRepeatedthecustomer'sreason forcallingIssued areplacementcredit cardFCRMade apaymentAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Thankful"element ofMIPDeescalatedupsetcustomerExhibited the"Welcoming"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)"Can Do"statementusedRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionFree!Completed atask withouthaving to callanotherdepartmentRecap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestExpressedEmpathyRepeatedthecustomer'sreason forcallingIssued areplacementcredit cardFCR

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