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