Recapof theCallProperNotes atthe End ofthe CallAddressedCustomerConcernsConnectionsActiveListeningMadeErrors orGaveWrong InfoRefer toSelf-ServiceOptionsProvidedEmpathyAppropriateToneTakeOwnershipProperClosingProperExplanationsThankedCustomerAdvisedNextStepsUse ofCustomer'sNameUse ofPositiveLanguageUse ofAdjuster'sNameProperOpeningProper useof Open orCloseHoldsSet theStageAvoidanceof JargonProvidedReassuranceGeckoEchoReviewof theClaimRecapof theCallProperNotes atthe End ofthe CallAddressedCustomerConcernsConnectionsActiveListeningMadeErrors orGaveWrong InfoRefer toSelf-ServiceOptionsProvidedEmpathyAppropriateToneTakeOwnershipProperClosingProperExplanationsThankedCustomerAdvisedNextStepsUse ofCustomer'sNameUse ofPositiveLanguageUse ofAdjuster'sNameProperOpeningProper useof Open orCloseHoldsSet theStageAvoidanceof JargonProvidedReassuranceGeckoEchoReviewof theClaim

CALL MONITOR BINGO - 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. Recap of the Call
  2. Proper Notes at the End of the Call
  3. Addressed Customer Concerns
  4. Connections
  5. Active Listening
  6. Made Errors or Gave Wrong Info
  7. Refer to Self-Service Options
  8. Provided Empathy
  9. Appropriate Tone
  10. Take Ownership
  11. Proper Closing
  12. Proper Explanations
  13. Thanked Customer
  14. Advised Next Steps
  15. Use of Customer's Name
  16. Use of Positive Language
  17. Use of Adjuster's Name
  18. Proper Opening
  19. Proper use of Open or Close Holds
  20. Set the Stage
  21. Avoidance of Jargon
  22. Provided Reassurance
  23. Gecko Echo
  24. Review of the Claim