UsesilentholdColdtransfer toanotherdeptParaphrasewhat the MBRtold you "Iunderstand thatyou said.."Use all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Generate anote fromthe emailcommentsgeneratorUseliveassistNotate theaccountwhilespeaking tothe MBREnroll aMBRwith VIDExpressempathyAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Appropriatelyclose a call ifthere are noadditionalquestionsAssertivelyandpolitelyinterjectGet ananswerin chatAsk aprobingquestionNotatescorecardregardinglong holdtimeRecapbeforeending acallUse stickynotes towrite downinfo providedby MBR5 callswith noACW10 callsusing noACWAsk acloseendedquestionAsk MBR ifthey haveanyadditionalquestionsEnroll MBRfor textnotificationsReign in aconversationClick theHRV alert toleave anautomatedMBR lvl noteUsesilentholdColdtransfer toanotherdeptParaphrasewhat the MBRtold you "Iunderstand thatyou said.."Use all resourcesbefore callingassist (manual,wizards, NFO, andteam chats)Generate anote fromthe emailcommentsgeneratorUseliveassistNotate theaccountwhilespeaking tothe MBREnroll aMBRwith VIDExpressempathyAddress one ofthe 4 ME's(know me,show me, helpme, reassureme)Appropriatelyclose a call ifthere are noadditionalquestionsAssertivelyandpolitelyinterjectGet ananswerin chatAsk aprobingquestionNotatescorecardregardinglong holdtimeRecapbeforeending acallUse stickynotes towrite downinfo providedby MBR5 callswith noACW10 callsusing noACWAsk acloseendedquestionAsk MBR ifthey haveanyadditionalquestionsEnroll MBRfor textnotificationsReign in aconversationClick theHRV alert toleave anautomatedMBR lvl note

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