Action Plan for Inconsistent Quality

Answers

• Mirna Ghamrawi Posted at 12:00AM on Jul 14, 2008

  In our Contact Center, we use a PIP (Performance Improvement Plan) for an agent who shows the same problem areas consistently, even after being coached and counseled numerous times. The PIP consists of heavy monitoring done by the quality manager as well as the agent's immediate supervisor, and sets clear goals for the agent to meet. The parties meet again after two weeks to discuss the improvement (or lack of), and again in four weeks. All meetings are documented and a copy is provided to the agent. -- Mirna Ghamrawi, EthicsPoint, Inc

• Bharat Posted at 12:00AM on Jul 14, 2008

  See, when it comes to WILL issues, you can't do much. The practice that we follow in my call centre (800 advisors strong) is, every month, we release a TNA (training needs analysis), which is divided into three parts: skill, will and behavior. All the wills issues are initially get a Counseling session, and after one month, if there is no improvement, they are put on a performance improvement plan. If the advisor doesn’t show any improvement then he is referred to HR. -- Bharat