Createda DeviceTicketUsed tothe TSGuideFollowedrouterhelixarticleCreatedTwilioaccount withthe routerMDNFollowedHelixonboardingcall flowarticleACErecievedbypeer/coachDe-escalatedcustomerRecappedcall priorto endingFactoryResetRouterAssuredthat wecan assistValidated theUSCC Cellsitesecurity codewith theUSCC RepUsed theproperUSCCgreetingUsed CxMto checkdataactivityAskedprobingquestionsAddressedcustomerby nameBrandedthe callPulledthe simFollowed thePerformanceHelix articleReasurredthe customerwith powerwordsCreateda ServiceTicketSet SessionProgram toUS CellularHomeInternetGuidedcustomerthru theadmin/routerportalCreated aPOSTERTicketEducatedthecustomerValidated thecustomer'spin via TOPsConfirmedthat thecustomerwasn'tthrottledProvidedclearguidanceOfferedthesurveyChanged thelocation/positionof the routerChangedfrom 4Gto 5G or5G to 4GResolvedthe issueScheduleda follow-up callLocatedaccountby IMEI inTOPsACEsent topeerPeersupportin chatConfirmedthat thecustomerwas throttledUsedLMIEnthusedand politetoneCheckedfor anoutageConnectedvia DNSsettingsRequestedfor atransfer toUSCCRemainedpositive/engagedin chatTier 2CallUsed thetemplateforsupportSelectedUSCellular inTwilio LOBRespondedwithcompassionSuggestedanantenna/wifiextenderFollowed theConnectivityHelix articleOfferedadditionalassistanceCreateda DeviceTicketUsed tothe TSGuideFollowedrouterhelixarticleCreatedTwilioaccount withthe routerMDNFollowedHelixonboardingcall flowarticleACErecievedbypeer/coachDe-escalatedcustomerRecappedcall priorto endingFactoryResetRouterAssuredthat wecan assistValidated theUSCC Cellsitesecurity codewith theUSCC RepUsed theproperUSCCgreetingUsed CxMto checkdataactivityAskedprobingquestionsAddressedcustomerby nameBrandedthe callPulledthe simFollowed thePerformanceHelix articleReasurredthe customerwith powerwordsCreateda ServiceTicketSet SessionProgram toUS CellularHomeInternetGuidedcustomerthru theadmin/routerportalCreated aPOSTERTicketEducatedthecustomerValidated thecustomer'spin via TOPsConfirmedthat thecustomerwasn'tthrottledProvidedclearguidanceOfferedthesurveyChanged thelocation/positionof the routerChangedfrom 4Gto 5G or5G to 4GResolvedthe issueScheduleda follow-up callLocatedaccountby IMEI inTOPsACEsent topeerPeersupportin chatConfirmedthat thecustomerwas throttledUsedLMIEnthusedand politetoneCheckedfor anoutageConnectedvia DNSsettingsRequestedfor atransfer toUSCCRemainedpositive/engagedin chatTier 2CallUsed thetemplateforsupportSelectedUSCellular inTwilio LOBRespondedwithcompassionSuggestedanantenna/wifiextenderFollowed theConnectivityHelix articleOfferedadditionalassistance

USCC 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. Created a Device Ticket
  2. Used to the TS Guide
  3. Followed router helix article
  4. Created Twilio account with the router MDN
  5. Followed Helix onboarding call flow article
  6. ACE recieved by peer/coach
  7. De-escalated customer
  8. Recapped call prior to ending
  9. Factory Reset Router
  10. Assured that we can assist
  11. Validated the USCC Cellsite security code with the USCC Rep
  12. Used the proper USCC greeting
  13. Used CxM to check data activity
  14. Asked probing questions
  15. Addressed customer by name
  16. Branded the call
  17. Pulled the sim
  18. Followed the Performance Helix article
  19. Reasurred the customer with power words
  20. Created a Service Ticket
  21. Set Session Program to US Cellular Home Internet
  22. Guided customer thru the admin/router portal
  23. Created a POSTER Ticket
  24. Educated the customer
  25. Validated the customer's pin via TOPs
  26. Confirmed that the customer wasn't throttled
  27. Provided clear guidance
  28. Offered the survey
  29. Changed the location/position of the router
  30. Changed from 4G to 5G or 5G to 4G
  31. Resolved the issue
  32. Scheduled a follow-up call
  33. Located account by IMEI in TOPs
  34. ACE sent to peer
  35. Peer support in chat
  36. Confirmed that the customer was throttled
  37. Used LMI
  38. Enthused and polite tone
  39. Checked for an outage
  40. Connected via DNS settings
  41. Requested for a transfer to USCC
  42. Remained positive/engaged in chat
  43. Tier 2 Call
  44. Used the template for support
  45. Selected US Cellular in Twilio LOB
  46. Responded with compassion
  47. Suggested an antenna/wifi extender
  48. Followed the Connectivity Helix article
  49. Offered additional assistance