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