BEST PRACTICE – PIP (PERFORMANCE IMPROVEMENT PLAN)

A Brief Note on PIP                                                           

A Performance Improvement Plan is a formal process used by operations/ HR team to help employees improve overall performance or behavior. The performance improvement plan is to identify performance, Call Quality or behavioral issues that need to be corrected and creates a written plan of action to guide the improvement or corrective action.

Call Quality:                                                                                                                                                                 

• Employees would be evaluated on defined Call Quality parameters which includes Script, Soft skills, Product & Process knowledge.
• Once the parameter is defined asper process, it has to be divided by 100 so that each parameter gets a value.  Further each parameter can be broken in Fatal & Non-Fatal Parameter.
• Fatal Parameter would be termed if there is a monitory impact or good will to the organization and effect customer satisfaction.
• Non-Fatal Parameter would be termed if the impact is related to soft skills
• Fatal instance would rate the call to “0” whereas Non-fatal instance would lead to reduction in the scores. Non-Fatal parameter score to given individual weightage which sums to 100
• The Call Quality scores are segregated by Green =>95%, Yellow B/w 90%-94% & Red band <=89%
• We monitor 4 calls per agent per week with quality feedbacks

Performance:                                                                                                                                                

• Employee would be assigned with an individual target basis the process targets
• Differential targets assigned based on vintage

Behavior:                                                                                     

Employee behavior considered basis acceptance on the Organization culture, procedure, and policies and will issues.

Criteria to select Employees for PIP:                                                            

• An employee who consistently falls under red band for 2 months
• An employee who scores more than 50% Fatal calls in a month
• An employee who does not achieve the set operational performance target for 2 months
• Weekly performance is less than 25%

On a sample study, the performance trend of an agent is as follows: 

Criteria:

• Employee who scored more than 50% fatal calls in “X” month & their performance for previous week was 52%.

PIP Process:

PIP Letter has to be issued:

• Met the outlier’s one on one & signing of PIP forms.
• Briefing on the PIP reason & plan to improve
• Clear communication on non-improvement post PIP, action will be taken on individuals by the management

Monitoring:

• Daily call audit and feedback has to be provided in specified format
• Live barge to check the implementation of feedbacks shared
• Instant feedback with suggestion on improvements to be shared along with focus points
• Performance metric to be discussed by supervisors on regular intervals
• QA/OPS team to have daily briefing on the performance improvements
• Combined Performance review on weekly basis by quality & Operations Manager

Conclusion:

• On 30th day a combined report on Quality & Performance will be flashed with the acceptance status of the employee
• PIP form to be relooked in the presence of RM’s & the final status was shared (Certified moved back to operations & the non-certified was issued a termination letter.

Result:

• With the help of above best practice we were able to certify 73% of the employee who were under PIP.

Additional Benefits:                                                                     

• This best practise also helped employees to gain higher monitory benefits (Performance Incentives) as there was substantial increase in their performance.
• This best practise showed improvement trend in E-sat & C-sat