AuthenticationSuccessfullyCompleted/AcknowledgedRecap whatassistance hasbeen providedat the end ofthe callMade apaymentCompleted atask withouthaving to callanotherdepartment"Can Do"statementusedFree!Exhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestAsked thecustomer aconnectionquestionDeescalatedupsetcustomerExhibited the"Thankful"element ofMIPExpressedEmpathyRepresentativeasks customera connectionquestionProvidedself-serviceoptions(OLB/MobileApp/ATM)Issued areplacementcredit cardFCRRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedRecap whatassistance hasbeen providedat the end ofthe callMade apaymentCompleted atask withouthaving to callanotherdepartment"Can Do"statementusedFree!Exhibited the"Welcoming"element ofMIPUsed Step-Up toPerform aHigh-riskRequestAsked thecustomer aconnectionquestionDeescalatedupsetcustomerExhibited the"Thankful"element ofMIPExpressedEmpathyRepresentativeasks customera connectionquestionProvidedself-serviceoptions(OLB/MobileApp/ATM)Issued areplacementcredit cardFCRRepeatedthecustomer'sreason forcalling

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