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Performance Improvement Plan Template for BPO

A BPO PIP is a 2 to 6 week plan for a process associate who is below the client-agreed scorecard on AHT, quality, schedule adherence, attendance or compliance. It gives clear daily and weekly targets, call or transaction audits, floor support from SMEs and team leaders, and documented reviews before the final assessment.

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[Company Logo][Company Name]

PERFORMANCE IMPROVEMENT PLAN – PROCESS ASSOCIATE

Employee Name:: [Employee Name]
Employee ID:: [Employee ID]
Process / LOB:: [Process Name]
Team Leader:: [Reporting Manager]
Plan Period:: [Start Date] to [End Date]

1. Current Performance vs Scorecard

Metric	Process Target	Last 4 Weeks Average
Quality Score	[Target]%	[Value]%
AHT	[Target] sec	[Value] sec
Schedule Adherence	[Target]%	[Value]%
Attendance	[Target]%	[Value]%
Compliance Misses (fatal)	Zero	[Value]

2. Action Plan

Focus Area	Action	Owner	Target by End of Plan
Quality	5 call audits per week with same-day feedback	Quality Analyst	[Target]%
AHT	Floor support from SME; use of knowledge base and hold-time reduction	SME [Buddy Name]	[Target] sec
Adherence	Login and break schedule monitoring	Team Leader	[Target]%
Compliance	Refresher on verification and disclosure scripts	Trainer	Zero misses
Attendance	Plan leaves in advance through WFM	Employee	[Target]%

3. Weekly Review

Week	Quality %	AHT	Adherence %	TL Remarks
Week 1	[Value]	[Value]	[Value]	[Remarks]
Week 2	[Value]	[Value]	[Value]	[Remarks]
Week 3	[Value]	[Value]	[Value]	[Remarks]
Week 4	[Value]	[Value]	[Value]	[Remarks]

4. Outcome

You will be assessed against the targets above at the end of the plan. Successful completion will close the PIP. If progress is partial, the plan may be extended or you may be considered for another suitable process; if there is no improvement despite support, further action will be taken as per company policy. Customer data and compliance rules continue to apply at all times. You may raise any concerns about tools, shift or personal circumstances with your Team Leader or HR.

Associate comments
Final scorecard result
Decision

Team Leader
[Reporting Manager]

Operations Manager / HR
[HR Name]

Associate
[Employee Name]
Date: [Date]

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What this template includes

Process scorecard baseline
Daily and weekly targets
Call or transaction audits with feedback
SME floor support and refresher
Zero-tolerance compliance reminders
Short review cycle aligned to process

When to use it

Agent below scorecard for consecutive weeks after nesting
Repeated compliance misses such as skipping verification scripts
Schedule adherence or login hour issues
Client escalation due to an agent's handling

How to customise this template

1Pull baseline from WFM, ACD and quality tools
2Set targets per client scorecard
3Assign SME or buddy
4Plan refresher modules
5Fix review days with the team leader

HR tips

Separate fatal compliance errors from skill gaps; the former may need a different process
Give feedback within 24 hours of an audited call
Check tools or system downtime before judging AHT
Document every coaching session

This plan is a starting point. Apply it fairly and in line with company policies, client requirements and applicable labour laws, and seek legal advice before acting on outcomes.

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Frequently asked questions

How long is a PIP in a BPO?+

Often 2 to 6 weeks since metrics are measured daily, but the agent should get enough time and support to show improvement.

What happens after a BPO PIP fails?+

Options include extension, moving to another process, or further action as per policy, decided after reviewing documented progress.

Is attendance part of a BPO PIP?+

Yes, attendance and schedule adherence are key metrics because they affect client service levels.

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[Company Logo][Company Name]

PERFORMANCE IMPROVEMENT PLAN

Employee Name:: [Employee Name]
Employee ID:: [Employee ID]
Designation:: [Designation]
Project / Team:: [Project Name]
Reporting Manager:: [Reporting Manager]
PIP Period:: [Start Date] to [End Date]

1. Performance Concerns

Over the last [Number] sprints, the following gaps have been observed and discussed with you on [Date]:
- Sprint commitment completion averaged [Percentage]% against the team expectation of [Percentage]%.
- [Number] pull requests required major rework after review.
- [Number] defects attributed to your modules were found in UAT / production.

2. Improvement Goals

Goal	Measure	Target	Support Provided	Timeline
Deliver committed sprint stories	Story points completed vs committed	[Percentage]% or more	Story refinement with Scrum Master	Each sprint
Improve code quality	PRs needing major rework	No more than [Number] per sprint	Pairing with [Mentor Name]	Weekly
Reduce defect leakage	Defects in UAT from your code	[Number] or fewer	Unit testing training	By [Date]
Communicate blockers early	Daily stand-up updates and Jira status	100% updated	Manager check-ins	Daily

3. Review Schedule

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[Company Logo][Company Name]

PERFORMANCE IMPROVEMENT PLAN – SALES

Employee Name:: [Employee Name]
Employee ID:: [Employee ID]
Designation:: [Designation]
Territory / Segment:: [Territory]
Reporting Manager:: [Reporting Manager]
Plan Period:: [Start Date] to [End Date]

1. Performance Gap

Month	Target (₹)	Achieved (₹)	Achievement %
[Month]	[Amount]	[Amount]	[Percentage]
[Month]	[Amount]	[Amount]	[Percentage]
[Month]	[Amount]	[Amount]	[Percentage]

In addition, pipeline coverage was [Number] times the target against the expected [Number] times, and CRM records showed [Number] customer meetings per week against the expected [Number].

2. Improvement Goals

Goal	Measure	Target	Support	Timeline
Increase customer meetings	Meetings logged in CRM	[Number] per week	Lead list from marketing	Weekly
Build pipeline	Qualified pipeline value	₹[Amount]	Joint calls with manager	By [Date]
Improve conversion	Proposals to orders	[Percentage]%	Negotiation coaching	By [Date]
Revenue	Bookings in plan period	₹[Amount]	Pricing approvals support	By [End Date]
CRM hygiene	Opportunities updated within 24 hours	100%	CRM refresher	Ongoing

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[Company Logo][Company Name]

PERFORMANCE IMPROVEMENT PLAN – CUSTOMER SUPPORT

Employee Name:: [Employee Name]
Employee ID:: [Employee ID]
Role / Channel:: [Designation] – [Email / Chat / Phone]
Team Lead:: [Reporting Manager]
Plan Period:: [Start Date] to [End Date]

1. Areas Needing Improvement

CSAT averaged [Percentage]% over the last [Number] weeks, against a team target of [Percentage]%.
[Number] tickets breached the resolution SLA of [Hours] hours in the same period.
Reopen rate was [Percentage]%, mainly due to incomplete or incorrect resolutions on [Product Area].
Quality audits noted tone and empathy gaps in [Number] of [Number] sampled interactions.

2. Goals and Support

Goal	Target	Support	Check-in
Improve CSAT	[Percentage]% or above	Weekly review of low-rated tickets	Weekly
Meet SLA	95% of tickets within SLA	Queue prioritisation guidance	Weekly
Reduce reopens	Below [Percentage]%	Product training on [Product Area]	Fortnightly
Quality audit score	[Score] or above	Side-by-side coaching with [Buddy Name]	Weekly
Knowledge base	Contribute [Number] articles	Access to editor and review	By [Date]

3. Progress Log

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[Company Logo][Company Name]

PERFORMANCE IMPROVEMENT PLAN – PLANT

Employee Name:: [Employee Name]
Token / Employee ID:: [Employee ID]
Designation:: [Designation]
Department / Line:: [Department]
Shift In-charge:: [Reporting Manager]
Plan Period:: [Start Date] to [End Date]

1. Observed Gaps

Average output of [Number] units per shift against the standard of [Number] units over the last [Number] weeks.
Rejection / rework rate of [Percentage]% against the limit of [Percentage]%.
[Number] observations of not following SOP or wearing required PPE recorded in safety rounds.
Incomplete shift log and checksheet entries on [Number] occasions.

2. Improvement Plan

Goal	Measure	Target	Training / Support	Review
Output	Units per shift	[Number]	On-the-job training with [Trainer Name]	Weekly
Quality	Rejection %	Below [Percentage]%	Refresher on inspection points and setting	Weekly
Safety and SOP	Safety observations	Zero	PPE and LOTO refresher training	Daily rounds
Documentation	Checksheets complete	100%	Shift in-charge verification	Daily

3. Review Record

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[Company Logo][Company Name]
ANNUAL PERFORMANCE APPRAISAL LETTER
Ref. No.:
[Reference Number]
Date:
[Date]
Employee ID:
[Employee ID]
Classification:
Strictly Confidential
To,
[Employee Name]
[Designation], [Department]
[Work Location]
Subject: Performance Appraisal and Compensation Revision – [Review Period]
Dear [Employee Name],

Thank you for your contribution during the review period [Review Period]. Based on your performance review and the calibration process, your overall performance rating is [Rating].
Your manager has specifically recognised your work on [Project / Client Name], including [Key Achievement, e.g. on-time release of the payments module and positive client feedback], and your completion of [Certification / Skill].
Revised Compensation
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[Company Logo][Company Name]
APPRAISAL LETTER
Ref. No.:
[Reference Number]
Date:
[Date]
Employee ID:
[Employee ID]
To,
[Employee Name]
[Designation], [Department]
[Work Location]
Subject: Annual Appraisal for [Review Period]
Dear [Employee Name],

We are pleased to share the outcome of your annual performance appraisal for [Review Period]. Your overall rating is [Rating].
Performance Highlights
Plant / Quality roles: You completed [Percentage]% of assigned SOP training on time, contributed to the successful [Audit Name] audit with [Number] observations in your area, and handled deviations and CAPAs within timelines. Your documentation practices reflected good data integrity.

Field-force roles: You achieved [Percentage]% of your annual sales target in [Territory], maintained a call average of [Number] and coverage of [Percentage]% of listed doctors, while complying with the company's ethical promotion guidelines.
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[Company Logo][Company Name]

PERFORMANCE APPRAISAL LETTER

Ref. No.:: [Reference Number]
Date:: [Date]
Employee ID:: [Employee ID]
Plant:: [Plant Name]

To,
[Employee Name]
[Designation], [Department]

Subject: Annual Performance Appraisal – [Review Period]

Dear [Employee Name],

We appreciate your efforts in the [Department] during [Review Period]. Based on the review by your Section Head and Plant Head, your performance rating is [Rating].

Key Results

KPI	Target	Achieved
Production vs Plan	[Target]	[Achieved]
OEE of line / machine	[Target]	[Achieved]
Rejection / Rework %	[Target]	[Achieved]
Lost Time Injuries in area	Zero	[Achieved]
Kaizens Implemented	[Target]	[Achieved]
Attendance %	[Target]	[Achieved]

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[Company Logo][Company Name]

APPRAISAL LETTER

Ref. No.:: [Reference Number]
Date:: [Date]
Employee ID:: [Employee ID]
Process:: [Process Name]

To,
[Employee Name]
[Designation], [Process Name]

Subject: Performance Appraisal – [Review Period]

Dear [Employee Name],

Thank you for your dedication to our customers on the [Process Name] process. Your performance for [Review Period] has been reviewed against the process scorecard, and your overall rating is [Rating].

Your Scorecard

Metric	Target	Your Average
Quality Score	[Target]%	[Achieved]%
CSAT	[Target]%	[Achieved]%
Average Handle Time	[Target] sec	[Achieved] sec
First Contact Resolution	[Target]%	[Achieved]%
Schedule Adherence	[Target]%	[Achieved]%
Attendance	[Target]%	[Achieved]%

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Appraisal Letter Template for BPO Company

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Performance Improvement Plan Template for BPO

Preview of the plan

1. Current Performance vs Scorecard

2. Action Plan

3. Weekly Review

4. Outcome

What this template includes

When to use it

How to customise this template

HR tips

Hire top talent from BetterJobs

Frequently asked questions

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