Paraphrasewhat the MBRtold you "Iunderstand thatyou said.."ExpressempathyRecapbeforeending acallAssertivelyandpolitelyinterjectUse stickynotes towrite downinfo providedby MBRReign in aconversationAsk MBR ifthey haveanyadditionalquestionsAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Use all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Appropriatelyclose a call ifthere are noadditionalquestionsNotate theaccountwhilespeaking tothe MBRAsk aprobingquestionUseliveassistAsk acloseendedquestionColdtransfer toanotherdeptUsesilentholdEnroll aMBRwith VIDGet ananswerin chat10 callsusing noACWClick theHRV alert toleave anautomatedMBR lvl noteGenerate anote fromthe emailcommentsgenerator5 callswith noACWEnroll MBRfor textnotificationsNotatescorecardregardinglong holdtimeParaphrasewhat the MBRtold you "Iunderstand thatyou said.."ExpressempathyRecapbeforeending acallAssertivelyandpolitelyinterjectUse stickynotes towrite downinfo providedby MBRReign in aconversationAsk MBR ifthey haveanyadditionalquestionsAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Use all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Appropriatelyclose a call ifthere are noadditionalquestionsNotate theaccountwhilespeaking tothe MBRAsk aprobingquestionUseliveassistAsk acloseendedquestionColdtransfer toanotherdeptUsesilentholdEnroll aMBRwith VIDGet ananswerin chat10 callsusing noACWClick theHRV alert toleave anautomatedMBR lvl noteGenerate anote fromthe emailcommentsgenerator5 callswith noACWEnroll MBRfor textnotificationsNotatescorecardregardinglong holdtime

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