Our Company issued a Memo to 20 agents who failed certain metrics for 2 months (NPS,CRR and ACS). We were given Final Written Warning and were asked to sign a performance improvement plan which states that if we do not meet certain objectives in 30 days, our employment will be terminated.
We are expected to reach our targets within 30 days but these targets are very difficult to achieve especially for NPS and ACS which are survey-based.It's really impossible to pass it and you really need a lot of luck for good surveys.
We believe that our right to due process was violated. The management only based it from 2 months scores and these metrics are survey-based. We don't even have previous escalations for such metrics. The VP of the Company just instructed HCD to give us final warning based on the last 2months scores for such metric which is really unfair. We understand that the company can loose the account for failed NPS,ACS,CRR scores but we should have been given fair treatment or just cause for being included on the list of 20 agents. Better if it's Year to Date scores and not 2 months basis to make it fair. If you look at the list,these agents are tenured and not even "pasaway" and some are even performing agents if you base it on Scorecard.
Can we file a case? We really need your help and advice. Thank you!