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