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Performance Improvement Plan (Communication (Share information and numbers…
Performance Improvement Plan
Key Performance Indicator (KPIs)
Transfer Rate
Update the stats every hour
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
Quality
QA Involvement
Lectures
Reading Activities
Literary Reading
Tongue Twister
Mispronounced words
Daily Role Playing / Coaching / Live monitoring
A reward system for hitting 100% QA
Attendance and Adherence
Proper plotting of VLs and SLs
Always encourage to aim for PAI
Make sure to have buffer ready
Personal Development
Challenge their limits
Employee Engagement
Give them other task
Encourage to apply for promotion
Undergo Training
Team Relationship
Team Building / Eat out
Eat out : Once a month
TB: Once every quarter
Buddy System / Pairing system
Monthly Shuffle of Buddy
Communication
Share information and numbers
Make sure they are always updated
Encourage Open Communication
Let them tell their own story
Provide constant feedback on the positives