AdvisedNextStepsUse ofPositiveLanguageProperClosingActiveListeningUse ofAdjuster'sNameProvidedReassuranceAddressedCustomerConcernsReviewof theClaimProperExplanationsGeckoEchoAppropriateToneThankedCustomerProvidedEmpathyRefer toSelf-ServiceOptionsConnectionsUse ofCustomer'sNameTakeOwnershipRecapof theCallProperNotes atthe End ofthe CallMadeErrors orGaveWrong InfoSet theStageProperOpeningAvoidanceof JargonProper useof Open orCloseHoldsAdvisedNextStepsUse ofPositiveLanguageProperClosingActiveListeningUse ofAdjuster'sNameProvidedReassuranceAddressedCustomerConcernsReviewof theClaimProperExplanationsGeckoEchoAppropriateToneThankedCustomerProvidedEmpathyRefer toSelf-ServiceOptionsConnectionsUse ofCustomer'sNameTakeOwnershipRecapof theCallProperNotes atthe End ofthe CallMadeErrors orGaveWrong InfoSet theStageProperOpeningAvoidanceof JargonProper useof Open orCloseHolds

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