UsedsolutioncenterManagedfutureexpectationsClientresides inWashingtonUsed callersname duringthe callWaiveda feeHelpedwith Onlineor MobileBankingMentionstakingvacationCallersnamebeginswith PGhostCallCallersnamebeginswith DAcknowledgedreason for callOfferedsurveyDemonstratedEmpathyRecappedthe callSubmittedaComplaintSaid“Thank youfor yourpatience”Gave apersonalexampleThankedcaller fortheirbusinessSentcaller alinkClientused yournameUsed callersname duringinteractionAskedcaller“How mayI Help”?Loannumber has3consecutivedigitsMadecallerlaughEngagedTM orRBC forassistanceUsedsolutioncenterManagedfutureexpectationsClientresides inWashingtonUsed callersname duringthe callWaiveda feeHelpedwith Onlineor MobileBankingMentionstakingvacationCallersnamebeginswith PGhostCallCallersnamebeginswith DAcknowledgedreason for callOfferedsurveyDemonstratedEmpathyRecappedthe callSubmittedaComplaintSaid“Thank youfor yourpatience”Gave apersonalexampleThankedcaller fortheirbusinessSentcaller alinkClientused yournameUsed callersname duringinteractionAskedcaller“How mayI Help”?Loannumber has3consecutivedigitsMadecallerlaughEngagedTM orRBC forassistance

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