ConnectionsReviewof theClaimProvidedEmpathyProvidedReassuranceSet theStageGeckoEchoProper useof Open orCloseHoldsAvoidanceof JargonAddressedCustomerConcernsProperExplanationsAdvisedNextStepsUse ofCustomer'sNameRecapof theCallMadeErrors orGaveWrong InfoProperNotes atthe End ofthe CallProperOpeningThankedCustomerUse ofPositiveLanguageTakeOwnershipAppropriateToneActiveListeningUse ofAdjuster'sNameProperClosingRefer toSelf-ServiceOptionsConnectionsReviewof theClaimProvidedEmpathyProvidedReassuranceSet theStageGeckoEchoProper useof Open orCloseHoldsAvoidanceof JargonAddressedCustomerConcernsProperExplanationsAdvisedNextStepsUse ofCustomer'sNameRecapof theCallMadeErrors orGaveWrong InfoProperNotes atthe End ofthe CallProperOpeningThankedCustomerUse ofPositiveLanguageTakeOwnershipAppropriateToneActiveListeningUse ofAdjuster'sNameProperClosingRefer toSelf-ServiceOptions

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