(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.
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Confirmed with client before placing them on hold.
Agent was empathetic.
Asked a fact-finding question.
Identified as a Client Success Champion.
Agent was professional.
Used Soft Skills.
Mentioned Survey.
Agent verified the client.
No Dead Air.
Said Thank you for holding.
Mentioned Program Benefits.
Agent provided Client Portal Benefits.
Agent did not talk over the client.
Agent properly greeted client.
Explained all available options.
Agent recapped the conversation.
Discussed Client Portal.
Good tone of voice.
Agent updated Budget and Hardship
Change.
Asked client if they had questions/concern.
Agent Narrated Steps.
Agent used appropriate tone.
Provided empathy statements.
Used open-ended questions with What, When, or How.
