Use ofCustomer'sNameProper useof Open orCloseHoldsTakeOwnershipMadeErrors orGaveWrong InfoReviewof theClaimUse ofPositiveLanguageThankedCustomerActiveListeningProperClosingGeckoEchoProperExplanationsSet theStageRecapof theCallAddressedCustomerConcernsUse ofAdjuster'sNameAppropriateToneProvidedReassuranceProperOpeningProperNotes atthe End ofthe CallProvidedEmpathyAdvisedNextStepsRefer toSelf-ServiceOptionsConnectionsAvoidanceof JargonUse ofCustomer'sNameProper useof Open orCloseHoldsTakeOwnershipMadeErrors orGaveWrong InfoReviewof theClaimUse ofPositiveLanguageThankedCustomerActiveListeningProperClosingGeckoEchoProperExplanationsSet theStageRecapof theCallAddressedCustomerConcernsUse ofAdjuster'sNameAppropriateToneProvidedReassuranceProperOpeningProperNotes atthe End ofthe CallProvidedEmpathyAdvisedNextStepsRefer toSelf-ServiceOptionsConnectionsAvoidanceof Jargon

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