EngagedTM orRBC forassistanceUsed callersname duringthe callSaid“Thank youfor yourpatience”Waiveda feeUsedsolutioncenterThankedcaller fortheirbusinessSentcaller alinkHelpedwith Onlineor MobileBankingGave apersonalexampleClientused yournameMadecallerlaughManagedfutureexpectationsCallersnamebeginswith DMentionstakingvacationLoannumber has3consecutivedigitsGhostCallOfferedsurveyRecappedthe callUsed callersname duringinteractionClientresides inWashingtonCallersnamebeginswith PAskedcaller“How mayI Help”?Acknowledgedreason for callSubmittedaComplaintDemonstratedEmpathyEngagedTM orRBC forassistanceUsed callersname duringthe callSaid“Thank youfor yourpatience”Waiveda feeUsedsolutioncenterThankedcaller fortheirbusinessSentcaller alinkHelpedwith Onlineor MobileBankingGave apersonalexampleClientused yournameMadecallerlaughManagedfutureexpectationsCallersnamebeginswith DMentionstakingvacationLoannumber has3consecutivedigitsGhostCallOfferedsurveyRecappedthe callUsed callersname duringinteractionClientresides inWashingtonCallersnamebeginswith PAskedcaller“How mayI Help”?Acknowledgedreason for callSubmittedaComplaintDemonstratedEmpathy

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