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