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Performance Improvement Plan Template for Customer Support

A customer support PIP is a short improvement plan for a support executive, helpdesk agent or customer success associate in an in-house support team. It targets service gaps such as low CSAT, slow first response and resolution, ticket backlog, poor tone or incorrect information, and supports the employee with ticket or call audits, product training and side-by-side coaching.

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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

Date	CSAT %	SLA %	Audit Score	Comments
[DD/MM/YYYY]	[Value]	[Value]	[Value]	[Comments]
[DD/MM/YYYY]	[Value]	[Value]	[Value]	[Comments]
[DD/MM/YYYY]	[Value]	[Value]	[Value]	[Comments]
[DD/MM/YYYY]	[Value]	[Value]	[Value]	[Comments]

4. Outcome

At the end of this plan, your Team Lead and HR will review your progress with you. If goals are met, the plan will close successfully. If progress is partial, the plan may be extended; if goals are not met despite support, further steps will be taken as per company policy. Please share any concerns about workload, tools or personal circumstances so they can be considered.

Employee comments
Final review result
Next steps

Team Lead
[Reporting Manager]

HR
[HR Name]

Employee
[Employee Name]
Date: [Date]

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What this template includes

Specific service metrics and examples from tickets or calls
Measurable targets for CSAT, SLA and reopen rate
Quality audits of a sample of tickets each week
Product and soft-skills training
Review schedule and comments
Clear outcome options

When to use it

CSAT for an agent is below team average for several weeks
Tickets breach SLA or a backlog keeps building
Repeated escalations due to incorrect resolution or tone
Knowledge base or product knowledge gaps cause reopens

How to customise this template

1Use your helpdesk tool data (Freshdesk, Zendesk, in-house) for baselines
2Select metrics relevant to email, chat or phone support
3Assign a buddy from the top performers
4Add product modules for training
5Schedule weekly reviews

HR tips

Quote real tickets anonymously to explain gaps
Check if workload or tooling causes delays before blaming the agent
Focus on two or three metrics, not ten
Celebrate visible improvement

This plan is a starting point. Apply it fairly, review against company policies and applicable labour laws, and seek legal advice before acting on outcomes.

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Frequently asked questions

How is a customer support PIP different from a BPO PIP?+

An in-house support PIP focuses on product knowledge, ticket resolution and CSAT for your own customers, while a BPO PIP usually tracks client-defined metrics like AHT and adherence.

Which metrics should be in a support PIP?+

CSAT, first response time, resolution time, reopen rate and quality audit score are common, chosen to match the channel.

How long should the PIP be?+

30 to 60 days is usually enough to see improvement in support metrics.

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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 – 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]

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

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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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Appraisal Letter Template for Pharma Company
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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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Performance Improvement Plan Template for Customer Support

Preview of the plan

1. Areas Needing Improvement

2. Goals and Support

3. Progress Log

4. Outcome

What this template includes

When to use it

How to customise this template

HR tips

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Frequently asked questions

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