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