Starter · Part of HR
Performance Improvement Plans
A structured, time-bound performance improvement program anchored to a parent HR case of type PIP (Performance Improvement Plan: a structured, time-boxed plan to lift an underperforming agent.) — SMART goals, machine-measured progress, checkpoint reviews, and a clear outcome.
PIPs live in the same case queue as warnings and investigations — performance improvement plans get the same auditable rigor as any other formal HR action.
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For the operator
Open a PIP from the parent HR case. Define SMART goals with measurable sources (QA (Quality Assurance: the program that scores and reviews agent interactions.) score, adherence, attendance, CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.), or manual). Weekly async snapshots track real progress between checkpoints. Managers record checkpoint outcomes; employees add their own notes. After the first checkpoint date, goals lock — no retroactive target adjustment. Final outcome (succeeded, partially met, not met) routes to the next step automatically.
Business impact
Forward-looking improvement program reduces unwanted attrition and creates the documented paper trail contact centre HR teams need for performance-based separations. Machine-measured progress takes the subjective heat out of performance conversations. Locked goals + audited checkpoints make wrongful-termination challenges a non-starter.