(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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Empathy
Friendly and polite
Greet customer immediately to avoid wait time
Genuinely thank the customer
Use CX name the entire call
Received a compliment from the customer
Conversational: avoid dead air
Provided clear and concise instructions to the customer
Eliminate the word TRANSFER when possible
CSC provides his/her name to call closing to ensure CX remember who they spoke with
Call Closing: Offer further assistance
Resolved a complaint
CSC provides his/her name on the call
Call Closing: Summarize actions taken on the call
Avoid use of jargons
Handled an irate customer with professionalism
Stayed professional the entire call
Call Closing: Include CSC and CX names
Acknowledged a CX's concern and apologized
Explains next steps
Made a customer laugh or smile during the call
Demostrated active listening
Conversational: avoid hold
Use willingness to help statement at the beginning of the call
