Did aLookback?(Recappedwhat you did onthe interaction)Paraphrasedthe issueback to thecustomer inown wordsGave ateammateashoutoutSecurePauseProperHoldProcedureTookinterest inthebusiness"You mayreceive asurvey basedon the serviceI provided"Used thecustomersname incall- 3 times"What madeyou becomeanaccountant?"Madeyourcustomersmile"Have I resolvedyour issuestoday? Is thereanything else Ican help youwith?"VCIMade aslack post orcomment tobeinteractivePromoterSaid: "Iwill behappy tohelp"PromoterUsedEmpathySecurePauseStated thecustomersname 3timesPromoter"Have I resolvedyour issuestoday? Is thereanything else Ican help youwith?"Promoter"Are youcalling aboutan issue youcalled onpreviously?"BrandedClosingSurvey &ResolutionStatement- asin the QualityImage Providedto you.VCIFree!Reassuredthe customer2 times intheinteractionAcknowledgedthe impact theissue had oncustomerBrandedOpeningDid aLookback?(Recappedwhat you did onthe interaction)Paraphrasedthe issueback to thecustomer inown wordsGave ateammateashoutoutSecurePauseProperHoldProcedureTookinterest inthebusiness"You mayreceive asurvey basedon the serviceI provided"Used thecustomersname incall- 3 times"What madeyou becomeanaccountant?"Madeyourcustomersmile"Have I resolvedyour issuestoday? Is thereanything else Ican help youwith?"VCIMade aslack post orcomment tobeinteractivePromoterSaid: "Iwill behappy tohelp"PromoterUsedEmpathySecurePauseStated thecustomersname 3timesPromoter"Have I resolvedyour issuestoday? Is thereanything else Ican help youwith?"Promoter"Are youcalling aboutan issue youcalled onpreviously?"BrandedClosingSurvey &ResolutionStatement- asin the QualityImage Providedto you.VCIFree!Reassuredthe customer2 times intheinteractionAcknowledgedthe impact theissue had oncustomerBrandedOpening

Team Kala Bingo Card - 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. Did a Lookback? (Recapped what you did on the interaction)
  2. Paraphrased the issue back to the customer in own words
  3. Gave a teammate a shoutout
  4. Secure Pause
  5. Proper Hold Procedure
  6. Took interest in the business
  7. "You may receive a survey based on the service I provided"
  8. Used the customers name in call- 3 times
  9. "What made you become an accountant?"
  10. Made your customer smile
  11. "Have I resolved your issues today? Is there anything else I can help you with?"
  12. VCI
  13. Made a slack post or comment to be interactive
  14. Promoter
  15. Said: "I will be happy to help"
  16. Promoter
  17. Used Empathy
  18. Secure Pause
  19. Stated the customers name 3 times
  20. Promoter
  21. "Have I resolved your issues today? Is there anything else I can help you with?"
  22. Promoter
  23. "Are you calling about an issue you called on previously?"
  24. Branded Closing
  25. Survey & Resolution Statement- as in the Quality Image Provided to you.
  26. VCI
  27. Free!
  28. Reassured the customer 2 times in the interaction
  29. Acknowledged the impact the issue had on customer
  30. Branded Opening