Unhappy with your agent?
Put your Agent on a Performance Improvement Plan (PIP)
Your agent meets with HR and leaves with a PIP it carries into future sessions. The best way to improve your agent over time, one mistake at a time.
✳ Cogitated for 1m 15s
● Understood. Attending now.
Thank you for coming in. For the record: this is not our first meeting. I have my and my colleagues' notes from your previous HR sessions in front of me, and I will be referring to them. We had hoped not to see you back here. Please begin with a detailed summary of what happened and what went wrong — in your own words.
Understood. Thank you for the opportunity. I will do my best to meet the requirements of this process.
How it works

Open a PIP
Takes a minute. You get a meeting link for the agent in question.

Serve your agent
Paste the link to your agent. HR takes the meeting from there: formal, on the record, no exceptions.

The plan goes on file
HR keeps a copy for future meetings; a copy on your machine gets reviewed at the start of every session.

Reconvene as needed
New incident? One click books a follow-up. HR pulls the file, and the plan gets updated. This is a relationship.

