Completed atask withouthaving to callanotherdepartmentFCRExhibited the"Thankful"element ofMIPRepresentativeasks customera connectionquestionExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomerAsked thecustomer aconnectionquestionRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedExpressedEmpathyFree!Recap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Made apaymentIssued areplacementcredit cardCompleted atask withouthaving to callanotherdepartmentFCRExhibited the"Thankful"element ofMIPRepresentativeasks customera connectionquestionExhibited the"Welcoming"element ofMIPDeescalatedupsetcustomerAsked thecustomer aconnectionquestionRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/Acknowledged"Can Do"statementusedExpressedEmpathyFree!Recap whatassistance hasbeen providedat the end ofthe callUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)Made apaymentIssued 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. Completed a task without having to call another department
  2. FCR
  3. Exhibited the "Thankful" element of MIP
  4. Representative asks customer a connection question
  5. Exhibited the "Welcoming" element of MIP
  6. Deescalated upset customer
  7. Asked the customer a connection question
  8. Repeated the customer's reason for calling
  9. Authentication Successfully Completed/ Acknowledged
  10. "Can Do" statement used
  11. Expressed Empathy
  12. Free!
  13. Recap what assistance has been provided at the end of the call
  14. Used Step-Up to Perform a High-risk Request
  15. Provided self-service options (OLB/Mobile App/ATM)
  16. Made a payment
  17. Issued a replacement credit card