Free Performance Improvement Plan Template for Contact Center Agents
A structured PIP template for documenting performance gaps, setting measurable improvement targets, and defining the support and timeline an agent needs to get back on track.
Download PIP Template (Word) →
PIP Template
Employee Name
___________________________
Employee ID
___________________________
Department/Team
___________________________
Job Title
___________________________
Supervisor/Manager
___________________________
Date of PIP Issuance
___________________________
Review Period
From ___________ to ___________
1. Reason for Performance Improvement Plan
Describe the specific performance concerns that led to this PIP. Be objective and reference data.
Common triggers:
- AHT consistently above target (e.g., 7 min vs. 5 min target)
- CSAT scores below threshold (e.g., below 75%)
- QA scores below team minimum (e.g., below 85%)
- Adherence issues (late logins, extended breaks, early logoffs)
- Incomplete or inaccurate call documentation
2. Performance Expectations
| Performance Area | Current | Expected | Improvement Needed |
|---|---|---|---|
| QA Score | 70% | ≥ 85% | Improve call/chat handling quality |
| AHT (Avg. Handle Time) | 7 mins | ≤ 5 mins | Improve efficiency |
| CSAT Score | 72% | ≥ 80% | Improve customer satisfaction |
| Attendance/Adherence | 82% | ≥ 95% | Reduce absenteeism and tardiness |
| Call Wrap-Up Notes | Often incomplete | 100% complete & accurate | Improve documentation |
3. Improvement Action Plan
| Action Item | Responsible | Deadline |
|---|---|---|
| One-on-one coaching sessions (twice weekly) | Supervisor | Every Tuesday & Friday |
| Shadow top-performing agents | Agent | Weekly |
| Attend refresher training on call etiquette | Agent & Training Team | Within 1 week |
| Use call flow checklist during every interaction | Agent | Ongoing |
| Weekly performance review meeting | Supervisor & Agent | Every Monday |
4. Monitoring and Evaluation
- Weekly report of QA scores and CSAT
- Adherence reports from WFM
- Performance dashboard reviews in weekly 1-on-1s
- Mid-point review meeting on: _______________
5. Expected Outcomes & Consequences
If improvement is achieved by the review deadline:
PIP will be closed, and the employee will return to regular performance monitoring.
If performance does not improve sufficiently:
Further disciplinary action may be taken, up to and including termination.
6. Acknowledgment
Employee Comments (optional):
Employee Signature
___________________________
Date
___________________________
Manager Signature
___________________________
Date
___________________________
HR Representative Signature
___________________________
Date
___________________________
How to Use This Template
1. Fill in the agent's current metrics
Pull data from your QA system, WFM tool, and real-time dashboards.
2. Set realistic improvement targets
The goal is achievable improvement, not perfection. Moving a QA score from 70% to 85% in 30 days is reasonable; jumping to 95% may not be.
3. Define specific actions
Vague items like "improve performance" don't work. List concrete steps: coaching sessions, training modules, shadowing.
4. Set a review period
30 days is typical. For severe issues, 60 days gives more room. Shorter than 30 days doesn't give enough time to show sustained improvement.
5. Hold weekly check-ins
Review progress against the metrics table. Adjust the action plan if something isn't working.
6. Document everything
Keep notes from every check-in. This protects both the agent and the company.
Review Schedule
| Milestone | When | What Happens |
|---|---|---|
| PIP launch | Day 1 | Present the plan, discuss expectations, get signatures |
| Weekly check-ins | Days 7, 14, 21, 28 | Review metrics, provide coaching, adjust plan if needed |
| Mid-point review | Day 15 (for 30-day PIP) | Formal progress assessment — on track or not? |
| Final review | Day 30 | Evaluate against targets. Close PIP or escalate. |
Frequently Asked Questions
Common questions about performance improvement plans.
30 days is standard for contact centers. Complex issues (skill gaps requiring training) may need 60 days. Attendance and adherence issues can often be assessed in 30 days.
If an agent meets PIP targets but performance drops again within 90 days, you can reissue the PIP or move to the next disciplinary step without starting over.
No. A PIP is for agents who haven't responded to informal coaching. Start with verbal feedback and coaching sessions. If performance doesn't improve after 2-4 weeks of informal coaching, then a formal PIP is appropriate.
An agent can decline to sign, but the PIP still takes effect. Note "Employee declined to sign" on the form and have a witness (HR or another manager) sign instead.
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