Free!Providedself-serviceoptions(OLB/MobileApp/ATM)Asked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestFCRIssued areplacementcredit card"Can Do"statementusedRepeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callExhibited the"Thankful"element ofMIPMade apaymentRepresentativeasks customera connectionquestionDeescalatedupsetcustomerExhibited the"Welcoming"element ofMIPAuthenticationSuccessfullyCompleted/AcknowledgedFree!Providedself-serviceoptions(OLB/MobileApp/ATM)Asked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentExpressedEmpathyUsed Step-Up toPerform aHigh-riskRequestFCRIssued areplacementcredit card"Can Do"statementusedRepeatedthecustomer'sreason forcallingRecap whatassistance hasbeen providedat the end ofthe callExhibited the"Thankful"element ofMIPMade apaymentRepresentativeasks customera connectionquestionDeescalatedupsetcustomerExhibited the"Welcoming"element ofMIPAuthenticationSuccessfullyCompleted/Acknowledged

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