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