CS/CE Call Flow 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. Agent was empathetic.
2. Asked client if they had questions/concern.
3. Discussed Client Portal.
4. Used open-ended questions with What, When, or How.
5. Said Thank you for holding.
6. Agent used appropriate tone.
7. Mentioned Survey.
8. Agent Narrated Steps.
9. Asked a fact-finding question.
10. Good tone of voice.
11. Mentioned Program Benefits.
12. Agent properly greeted client.
13. Identified as a Client Success Champion.
14. No Dead Air.
15. Confirmed with client before placing them on hold.
16. Agent recapped the conversation.
17. Explained all available options.
18. Agent updated Budget and Hardship Change.
19. Used Soft Skills.
20. Agent was professional.
21. Agent provided Client Portal Benefits.
22. Agent verified the client.
23. Provided empathy statements.
24. Agent did not talk over the client.