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