CustomerExperienceFailDiscovery,ListeningandProbingIf applicable,was the verbalcustomercomplainthandledappropriately?Delivered Clearand ArticulateCommunicationTookOwnershipof CallExceptionalSuper Star- CustomerExperienceEffectivelyControlInteractionHoldProtocolsCell phoneproceduresfollowedAssistedthe Callerby beingConfidentAppropriateGreetingAcknowledgetheCustomerCustomerSolutionsAllrequireddisclosuresprovided?VerificationofCustomerIdentityAppropriateClosingTone andProfessionalismProhibitedcommunicationProperIdentificationProperlyhandledbanking orcredit cardinformationDocumentedaccount clearlyand accuratelywith allinteractionAdhered toState/Federalguidelines andAlly PolicyrequirementsCallTransfersMisrepresentedor omittedmaterial facts tomislead othersCustomerExperienceFailDiscovery,ListeningandProbingIf applicable,was the verbalcustomercomplainthandledappropriately?Delivered Clearand ArticulateCommunicationTookOwnershipof CallExceptionalSuper Star- CustomerExperienceEffectivelyControlInteractionHoldProtocolsCell phoneproceduresfollowedAssistedthe Callerby beingConfidentAppropriateGreetingAcknowledgetheCustomerCustomerSolutionsAllrequireddisclosuresprovided?VerificationofCustomerIdentityAppropriateClosingTone andProfessionalismProhibitedcommunicationProperIdentificationProperlyhandledbanking orcredit cardinformationDocumentedaccount clearlyand accuratelywith allinteractionAdhered toState/Federalguidelines andAlly PolicyrequirementsCallTransfersMisrepresentedor omittedmaterial facts tomislead others

QC 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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Customer Experience Fail
  2. Discovery, Listening and Probing
  3. If applicable, was the verbal customer complaint handled appropriately?
  4. Delivered Clear and Articulate Communication
  5. Took Ownership of Call
  6. Exceptional Super Star - Customer Experience
  7. Effectively Control Interaction
  8. Hold Protocols
  9. Cell phone procedures followed
  10. Assisted the Caller by being Confident
  11. Appropriate Greeting
  12. Acknowledge the Customer
  13. Customer Solutions
  14. All required disclosures provided?
  15. Verification of Customer Identity
  16. Appropriate Closing
  17. Tone and Professionalism
  18. Prohibited communication
  19. Proper Identification
  20. Properly handled banking or credit card information
  21. Documented account clearly and accurately with all interaction
  22. Adhered to State/Federal guidelines and Ally Policy requirements
  23. Call Transfers
  24. Misrepresented or omitted material facts to mislead others