ProperExplanationsThankedCustomerUse ofCustomer'sNameUse ofPositiveLanguageProperOpeningProvidedReassuranceAvoidanceof JargonUse ofAdjuster'sNameAppropriateToneMadeErrors orGaveWrong InfoProper useof Open orCloseHoldsTakeOwnershipActiveListeningProperNotes atthe End ofthe CallSet theStageAdvisedNextStepsProperClosingAddressedCustomerConcernsConnectionsReviewof theClaimRecapof theCallGeckoEchoRefer toSelf-ServiceOptionsProvidedEmpathyProperExplanationsThankedCustomerUse ofCustomer'sNameUse ofPositiveLanguageProperOpeningProvidedReassuranceAvoidanceof JargonUse ofAdjuster'sNameAppropriateToneMadeErrors orGaveWrong InfoProper useof Open orCloseHoldsTakeOwnershipActiveListeningProperNotes atthe End ofthe CallSet theStageAdvisedNextStepsProperClosingAddressedCustomerConcernsConnectionsReviewof theClaimRecapof theCallGeckoEchoRefer toSelf-ServiceOptionsProvidedEmpathy

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