Helpedwith Onlineor MobileBankingDemonstratedEmpathyGhostCallManagedfutureexpectationsUsed callersname duringinteractionOfferedsurveyRecappedthe callUsed callersname duringthe callGave apersonalexampleCallersnamebeginswith DAcknowledgedreason for callClientresides inWashingtonWaiveda feeCallersnamebeginswith PThankedcaller fortheirbusinessLoannumber has3consecutivedigitsSaid“Thank youfor yourpatience”MentionstakingvacationAskedcaller“How mayI Help”?EngagedTM orRBC forassistanceSubmittedaComplaintClientused yournameSentcaller alinkMadecallerlaughUsedsolutioncenterHelpedwith Onlineor MobileBankingDemonstratedEmpathyGhostCallManagedfutureexpectationsUsed callersname duringinteractionOfferedsurveyRecappedthe callUsed callersname duringthe callGave apersonalexampleCallersnamebeginswith DAcknowledgedreason for callClientresides inWashingtonWaiveda feeCallersnamebeginswith PThankedcaller fortheirbusinessLoannumber has3consecutivedigitsSaid“Thank youfor yourpatience”MentionstakingvacationAskedcaller“How mayI Help”?EngagedTM orRBC forassistanceSubmittedaComplaintClientused yournameSentcaller alinkMadecallerlaughUsedsolutioncenter

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