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