(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.
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Agent recapped the conversation.
Confirmed with client before placing them on hold.
Mentioned Program Benefits.
Used Soft Skills.
Agent updated Budget and Hardship
Change.
Mentioned Survey.
Asked a fact-finding question.
Agent verified the client.
Agent provided Client Portal Benefits.
Agent used appropriate tone.
Discussed Client Portal.
Agent was empathetic.
Explained all available options.
Agent did not talk over the client.
Identified as a Client Success Champion.
Agent was professional.
Agent properly greeted client.
No Dead Air.
Good tone of voice.
Asked client if they had questions/concern.
Agent Narrated Steps.
Provided empathy statements.
Said Thank you for holding.
Used open-ended questions with What, When, or How.
