Made apaymentCompleted atask withouthaving to callanotherdepartmentUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestionRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardFree!ExpressedEmpathyFCRAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepeatedthecustomer'sreason forcallingAsked thecustomer aconnectionquestionDeescalatedupsetcustomer"Can Do"statementusedMade apaymentCompleted atask withouthaving to callanotherdepartmentUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIPProvidedself-serviceoptions(OLB/MobileApp/ATM)Representativeasks customera connectionquestionRecap whatassistance hasbeen providedat the end ofthe callIssued areplacementcredit cardFree!ExpressedEmpathyFCRAuthenticationSuccessfullyCompleted/AcknowledgedExhibited the"Welcoming"element ofMIPRepeatedthecustomer'sreason forcallingAsked thecustomer aconnectionquestionDeescalatedupsetcustomer"Can Do"statementused

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