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