Performance Improvement Plan

Key Performance Indicator (KPIs)

Personal Development

Communication

Transfer Rate

Quality

Attendance and Adherence

Challenge their limits

Team Relationship

QA Involvement

Update the stats every hour

Proper plotting of VLs and SLs

Share information and numbers

Team Building / Eat out

Buddy System / Pairing system

Eat out : Once a month

TB: Once every quarter

Monthly Shuffle of Buddy

Employee Engagement

Give them other task

Encourage to apply for promotion

Undergo Training

Reading Activities

Literary Reading

Tongue Twister

Mispronounced words

Lectures

Always encourage to aim for PAI

Make sure to have buffer ready

Daily Role Playing / Coaching / Live monitoring

A reward system for hitting 100% QA

Strategies

Let the low performers seat beside with high XF agents

Always do rounds to check if the agents are consistently dialing

Make sure the leads are extracted carefully

Make sure they are always updated

Encourage Open Communication

Let them tell their own story

Provide constant feedback on the positives