Helpedwith Onlineor MobileBankingSaid“Thank youfor yourpatience”ManagedfutureexpectationsThankedcaller fortheirbusinessGhostCallAcknowledgedreason for callGave apersonalexampleUsed callersname duringthe callClientused yournameMadecallerlaughEngagedTM orRBC forassistanceRecappedthe callOfferedsurveyDemonstratedEmpathyMentionstakingvacationAskedcaller“How mayI Help”?Clientresides inWashingtonSentcaller alinkSubmittedaComplaintCallersnamebeginswith DUsed callersname duringinteractionLoannumber has3consecutivedigitsUsedsolutioncenterCallersnamebeginswith PWaiveda feeHelpedwith Onlineor MobileBankingSaid“Thank youfor yourpatience”ManagedfutureexpectationsThankedcaller fortheirbusinessGhostCallAcknowledgedreason for callGave apersonalexampleUsed callersname duringthe callClientused yournameMadecallerlaughEngagedTM orRBC forassistanceRecappedthe callOfferedsurveyDemonstratedEmpathyMentionstakingvacationAskedcaller“How mayI Help”?Clientresides inWashingtonSentcaller alinkSubmittedaComplaintCallersnamebeginswith DUsed callersname duringinteractionLoannumber has3consecutivedigitsUsedsolutioncenterCallersnamebeginswith PWaiveda fee

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