Ask acloseendedquestionNotatescorecardregardinglong holdtimeAsk MBR ifthey haveanyadditionalquestionsAssertivelyandpolitelyinterjectUseliveassistUsesilentholdAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Enroll MBRfor textnotificationsParaphrasewhat the MBRtold you "Iunderstand thatyou said.."Click theHRV alert toleave anautomatedMBR lvl noteNotate theaccountwhilespeaking tothe MBRUse stickynotes towrite downinfo providedby MBRExpressempathyAsk aprobingquestionColdtransfer toanotherdeptEnroll aMBRwith VIDAppropriatelyclose a call ifthere are noadditionalquestionsGenerate anote fromthe emailcommentsgeneratorGet ananswerin chatUse all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Recapbeforeending acall5 callswith noACW10 callsusing noACWReign in aconversationAsk acloseendedquestionNotatescorecardregardinglong holdtimeAsk MBR ifthey haveanyadditionalquestionsAssertivelyandpolitelyinterjectUseliveassistUsesilentholdAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Enroll MBRfor textnotificationsParaphrasewhat the MBRtold you "Iunderstand thatyou said.."Click theHRV alert toleave anautomatedMBR lvl noteNotate theaccountwhilespeaking tothe MBRUse stickynotes towrite downinfo providedby MBRExpressempathyAsk aprobingquestionColdtransfer toanotherdeptEnroll aMBRwith VIDAppropriatelyclose a call ifthere are noadditionalquestionsGenerate anote fromthe emailcommentsgeneratorGet ananswerin chatUse all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Recapbeforeending acall5 callswith noACW10 callsusing noACWReign in aconversation

Call Control 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. Ask a close ended question
  2. Notate scorecard regarding long hold time
  3. Ask MBR if they have any additional questions
  4. Assertively and politely interject
  5. Use live assist
  6. Use silent hold
  7. Address one of the 4 ME's (know me, show me, help me, reassure me)
  8. Enroll MBR for text notifications
  9. Paraphrase what the MBR told you "I understand that you said.."
  10. Click the HRV alert to leave an automated MBR lvl note
  11. Notate the account while speaking to the MBR
  12. Use sticky notes to write down info provided by MBR
  13. Express empathy
  14. Ask a probing question
  15. Cold transfer to another dept
  16. Enroll a MBR with VID
  17. Appropriately close a call if there are no additional questions
  18. Generate a note from the email comments generator
  19. Get an answer in chat
  20. Use all resources before calling assist (manual, wizards, NFO, and team chats)
  21. Recap before ending a call
  22. 5 calls with no ACW
  23. 10 calls using no ACW
  24. Reign in a conversation