Exhibited the"Welcoming"element ofMIPIssued areplacementcredit cardUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)AuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcallingRepresentativeasks customera connectionquestionExpressedEmpathyAsked thecustomer aconnectionquestionMade apaymentFCRDeescalatedupsetcustomerCompleted atask withouthaving to callanotherdepartmentFree!Recap whatassistance hasbeen providedat the end ofthe call"Can Do"statementusedExhibited the"Thankful"element ofMIPExhibited the"Welcoming"element ofMIPIssued areplacementcredit cardUsed Step-Up toPerform aHigh-riskRequestProvidedself-serviceoptions(OLB/MobileApp/ATM)AuthenticationSuccessfullyCompleted/AcknowledgedRepeatedthecustomer'sreason forcallingRepresentativeasks customera connectionquestionExpressedEmpathyAsked thecustomer aconnectionquestionMade apaymentFCRDeescalatedupsetcustomerCompleted atask withouthaving to callanotherdepartmentFree!Recap whatassistance hasbeen providedat the end ofthe call"Can Do"statementusedExhibited the"Thankful"element ofMIP

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