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