Performance Improvement Plan (PIP)
A Performance Improvement Plan (PIP) is used when you have an employee that has not been meeting performance expectations within a 90 day period. This plan is not a corrective action, but rather a documented plan that you and the employee come up with in order to ensure that they are able to improve their performance.
Below is a look at the order we would complete the PIP process.
Initial PIP (30 Day Plan)
Final PIP (15-30 Day Plan)
Termination Discussion
PIP Template
Targeted Requirements
Solves per Day (SPD)
After Call Work (ACW)
Metrics for Improvement
NPS
Goal: 60
August 2019: 33.3
Identified Root Causes / Behaviors
Not following up with users in time frame requested
Not fulfilling promises made to users
Not providing the user with empathy and/or assurance
Being unprofessional/rude with out users
Not setting proper expectations on his call
Employee Action Plan
Alex will follow up with users in time frame requested
Alex will fulfill promises made to users
Alex will provide users with empathy and/or assurance
Alex will remain professional at all times and not take users anger personally
Alex will set proper expectations on his call
Manager Action Plan
TM will review 2 calls daily to ensure that behaviors are being implemented and provide real time feedback
TM will complete ticket checks on 100% of Drake's tickets to ensure everything has been followed prior to resolving the ticket
TM/TC will meet with Drake on a daily basis to review his cases
Review dates
We will follow up with Alex on a daily basis; however, we will meet on a weekly basis to review previous weeks performance. We will meet on:
WS 9/22
WS 9/29
WS 10/6
WS 10/13
Date to achieve expected standards of performance
We should see Alex performing by the end of WS 10/13. If we are unable to see this, we will proceed with further disciplinary up to and including termination.