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.

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