Recapof theCallRefer toSelf-ServiceOptionsProvidedReassuranceProperExplanationsUse ofPositiveLanguageUse ofCustomer'sNameProperClosingSet theStageUse ofAdjuster'sNameMadeErrors orGaveWrong InfoAdvisedNextStepsProperOpeningProvidedEmpathyReviewof theClaimActiveListeningAddressedCustomerConcernsProper useof Open orCloseHoldsThankedCustomerConnectionsAppropriateToneAvoidanceof JargonProperNotes atthe End ofthe CallGeckoEchoTakeOwnershipRecapof theCallRefer toSelf-ServiceOptionsProvidedReassuranceProperExplanationsUse ofPositiveLanguageUse ofCustomer'sNameProperClosingSet theStageUse ofAdjuster'sNameMadeErrors orGaveWrong InfoAdvisedNextStepsProperOpeningProvidedEmpathyReviewof theClaimActiveListeningAddressedCustomerConcernsProper useof Open orCloseHoldsThankedCustomerConnectionsAppropriateToneAvoidanceof JargonProperNotes atthe End ofthe CallGeckoEchoTakeOwnership

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