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