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