Providedself-serviceoptions(OLB/MobileApp/ATM)Repeatedthecustomer'sreason forcallingRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomer"Can Do"statementusedFCRRecap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestCompleted atask withouthaving to callanotherdepartmentMade apaymentExhibited the"Thankful"element ofMIPExpressedEmpathyFree!AuthenticationSuccessfullyCompleted/AcknowledgedIssued areplacementcredit cardProvidedself-serviceoptions(OLB/MobileApp/ATM)Repeatedthecustomer'sreason forcallingRepresentativeasks customera connectionquestionAsked thecustomer aconnectionquestionExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomer"Can Do"statementusedFCRRecap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestCompleted atask withouthaving to callanotherdepartmentMade apaymentExhibited the"Thankful"element ofMIPExpressedEmpathyFree!AuthenticationSuccessfullyCompleted/AcknowledgedIssued areplacementcredit card

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