Avoidanceof JargonAppropriateToneRefer toSelf-ServiceOptionsProperClosingUse ofPositiveLanguageProperOpeningRecapof theCallProvidedEmpathyTakeOwnershipProperNotes atthe End ofthe CallUse ofAdjuster'sNameReviewof theClaimProper useof Open orCloseHoldsGeckoEchoProvidedReassuranceSet theStageAddressedCustomerConcernsMadeErrors orGaveWrong InfoConnectionsProperExplanationsActiveListeningThankedCustomerUse ofCustomer'sNameAdvisedNextStepsAvoidanceof JargonAppropriateToneRefer toSelf-ServiceOptionsProperClosingUse ofPositiveLanguageProperOpeningRecapof theCallProvidedEmpathyTakeOwnershipProperNotes atthe End ofthe CallUse ofAdjuster'sNameReviewof theClaimProper useof Open orCloseHoldsGeckoEchoProvidedReassuranceSet theStageAddressedCustomerConcernsMadeErrors orGaveWrong InfoConnectionsProperExplanationsActiveListeningThankedCustomerUse ofCustomer'sNameAdvisedNextSteps

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