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