EngagedTM orRBC forassistanceUsed callersname duringinteractionSentcaller alinkRecappedthe callClientresides inWashingtonMadecallerlaughCallersnamebeginswith DClientused yournameDemonstratedEmpathyAcknowledgedreason for callWaiveda feeSubmittedaComplaintThankedcaller fortheirbusinessMentionstakingvacationGhostCallHelpedwith Onlineor MobileBankingLoannumber has3consecutivedigitsSaid“Thank youfor yourpatience”UsedsolutioncenterAskedcaller“How mayI Help”?ManagedfutureexpectationsCallersnamebeginswith PGave apersonalexampleUsed callersname duringthe callOfferedsurveyEngagedTM orRBC forassistanceUsed callersname duringinteractionSentcaller alinkRecappedthe callClientresides inWashingtonMadecallerlaughCallersnamebeginswith DClientused yournameDemonstratedEmpathyAcknowledgedreason for callWaiveda feeSubmittedaComplaintThankedcaller fortheirbusinessMentionstakingvacationGhostCallHelpedwith Onlineor MobileBankingLoannumber has3consecutivedigitsSaid“Thank youfor yourpatience”UsedsolutioncenterAskedcaller“How mayI Help”?ManagedfutureexpectationsCallersnamebeginswith PGave apersonalexampleUsed callersname duringthe callOfferedsurvey

Words Matter - 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.


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  1. Engaged TM or RBC for assistance
  2. Used callers name during interaction
  3. Sent caller a link
  4. Recapped the call
  5. Client resides in Washington
  6. Made caller laugh
  7. Callers name begins with D
  8. Client used your name
  9. Demonstrated Empathy
  10. Acknowledged reason for call
  11. Waived a fee
  12. Submitted a Complaint
  13. Thanked caller for their business
  14. Mentions taking vacation
  15. Ghost Call
  16. Helped with Online or Mobile Banking
  17. Loan number has 3 consecutive digits
  18. Said “Thank you for your patience”
  19. Used solution center
  20. Asked caller “How may I Help”?
  21. Managed future expectations
  22. Callers name begins with P
  23. Gave a personal example
  24. Used callers name during the call
  25. Offered survey