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