Reviewof theClaimProper useof Open orCloseHoldsUse ofPositiveLanguageAppropriateToneProvidedReassuranceProperOpeningProperExplanationsMadeErrors orGaveWrong InfoProvidedEmpathyRefer toSelf-ServiceOptionsProperClosingAvoidanceof JargonSet theStageActiveListeningConnectionsAddressedCustomerConcernsRecapof theCallTakeOwnershipGeckoEchoProperNotes atthe End ofthe CallUse ofAdjuster'sNameAdvisedNextStepsThankedCustomerUse ofCustomer'sNameReviewof theClaimProper useof Open orCloseHoldsUse ofPositiveLanguageAppropriateToneProvidedReassuranceProperOpeningProperExplanationsMadeErrors orGaveWrong InfoProvidedEmpathyRefer toSelf-ServiceOptionsProperClosingAvoidanceof JargonSet theStageActiveListeningConnectionsAddressedCustomerConcernsRecapof theCallTakeOwnershipGeckoEchoProperNotes atthe End ofthe CallUse ofAdjuster'sNameAdvisedNextStepsThankedCustomerUse ofCustomer'sName

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