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