Bingo - Team Perales - 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.

1. Category: ECC-CMS Type: Ingenico Android
   for GemPay, what do we select for Category and Type in CC?
2. Empathy
   What is the attribute: "I understand you're upset.."
3. Estate Manager - HEM
   Where can I update the parameters for our Tetra and APEX terminals?
4. March 1, 2024
   When will demographic changes go live in Payments Admin?
5. Polite, call open/close, hold request, back from hold, offer to transfer
   What are the CSI attributes under Courteous?
6. Payment Solution Centre
   What does PSC stand for?
7. 7-10 business days
   How many days does it take to close an account?
8. LISTENED
   Ownership Agent Acknowledgement Validation Paraphrasing
9. AMEX, Discover, JCB, Visa, Mastercard, Debit
   What are the different methods of payment we can add for a merchant?
10. 5
    How many different CSI categories are we QA'd on?
11. Teams > Team Perales > Weekly Huddle tab
    Where can I find the Weekly Huddles?
12. Investigative Questions
    What is the attribute: Could you provide me with the date of the transaction?"
13. Willingness to assist Probing questions Prompted callback
    What are the CSI attributes under KNOWLEDGE?
14. Every 5 minutes
    How frequent is the auto download set for the GemPay App?
15. False
    True or False: We don't handle pairing calls for Link2500
16. Collections, Escalations, ATS, Terminal
    Which departments do we warm transfer calls to?
17. 3-5 business days
    What is the turnaround for a rekey request?
18. False
    True or False: We can provide the merchant ID # if we have level 3 auth. the merchant.
19. Hold Request
    What is the attribute: "Let me put you on a 2-3 min hold to dig further..."
20. Agent resolution, Lack of ownership
    What are the CSI attributes under EXPLAINED?
21. True
    True or False: We need to create a child case when reaching out to ATS for assistance?
22. Paraphrasing
    What is the attribute: "Just want to reiterate to make sure I understood correctly..."
23. CONCERN
    Empathy Positive sentiment Negative sentiment
24. Huddle Guide, go/terminalemulator
    What are the resources do we use to assist with GemPay calls?