Performance Improvement Plan Action Plan Template Example - Performance goals, activities, and monitoring

Sep 23, 2026

Performance Improvement Plan Action Plan Template Example provides a structured framework to document a customer service representative’s performance gaps and define measurable improvement steps. It captures employee and supervisor details, areas of concern such as response-time inconsistency and SLA alignment, and prior interventions including weekly 1:1 discussions. The plan sets improvement goals (live chat response targets and ticket-resolution SLA), lists goal activities with dates, specifies resources, and includes monitoring benchmarks and follow-up milestones. A 45-day timeline with expectations and signatures supports accountability and developmental intent.

LanguageEnglish

CategoryForms

FormatPDF

Pages7

Reading Time3 min

AccessFree to download

Areas Of Concern

Previously Addressed Issues

Observations

Additional Training

Improvement Goals

Expectations

Goal Activities

Resources

Progress Monitoring

Follow-Up Schedule

Progress Benchmarks

Timeline For Improvement, Consequences, And Expectations

Signatures

Performance Improvement Plan Action Plan Template Example | Employee Name | Jason Desjardins | Role / Title | Customer Service Representative | Employee Id | TM-123 | | --- | --- | --- | --- | --- | --- | | Supervisor | Olivia Carter | Department | Customer Experience | Date | 7/1/2025 | Areas Of Concern In what areas has the employee not met expectations? Inconsistent response times when handling customer inquiries through live chat and email. Needs improvement in meeting internal SLAs for resolution time. Previously Addressed Issues Provide details of any previously addressed issues, the context, and the outcome of discussions or training. Observations -Responds professionally, but delays frequently exceed expected response time-Handles escalations well but often waits too long before escalating Previous Discussions -Weekly 1:1 meetings have addressed time management concerns since April -Discussed prioritizing high-volume times and using message templates to improve efficiency Additional Training -Time Management Workshop – Scheduled for July 3 -Peer shadowing with top-performing agent – July 8–9 Improvement Goals Detail in relation to areas of concern that need to be addressed and improved. goals | Goal \# | Goal Description | Issue Addressed By Meeting Goal | | --- | --- | --- | | 1 | Reduce average response time to under 2 minutes on live chat | Delays in customer response | | 2 | Meet 95% of weekly ticket resolution SLA | Inconsistent resolution timeline | | | | | | | | | | | | | | | | | | | | | Expectations To demonstrate progress toward improvement goal achievement, the following performance standard expectations must be met. | Expectation Description | | --- | | Consistently use CRM tools to prioritize ticket responses | | Monitor the queue during high-traffic times without supervisor reminders | | Attend all scheduled training and apply techniques learned in daily tasks | | | Goal Activities List activities that will aid in achieving the improvement goals set above. | Goal \# | Activity | Start Date | Projected Date Of Completion | | --- | --- | --- | --- | | 1 | Live chat simulation training | 7/3/2025 | 7/3/2025 | | 2 | Daily review of open tickets at 10 AM | 7/2/2025 | Ongoing | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | Resources List resources available to complete goal activities; for example, training materials, training activities, seminars, peer mentoring, management support, etc. | Resource Name | Description Of Resource | | --- | --- | | Time Management Workshop | 2-hour internal training focused on prioritization and task batching | | Peer Mentoring | Assigned peer mentor to shadow for 2 days and share tips | | | | | | | | | | Progress Monitoring Provide an evaluation schedule to monitor the progress of improvement activities. Follow-Up Schedule | Date Scheduled | Activity | Conducted By | Date Completed | | --- | --- | --- | --- | | | | | | | | | | | | | | | | | | | | | Progress Benchmarks | Goal \# | Activity | Date Of Check | Follow-Up Method
Phone, Email, Mtg. | Expected Progress | Comments | | --- | --- | --- | --- | --- | --- | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | | Timeline For Improvement, Consequences, And Expectations Provide a summary of any terms placed on the performance improvement plan, consequences of insufficient effort, and any legal concerns, such as confidentiality as related to this document. This performance improvement plan will span 45 days beginning July 1, 2025. Jason is expected to actively participate in all activities and show measurable progress toward defined goals. No formal disciplinary action is associated with this plan, and its intent is developmental. Performance will be re-evaluated at each mileston

FAQs

What information does the template capture about the employee and role?

It includes employee name, role/title, employee ID, supervisor name, department, and relevant dates.

How are improvement goals defined in the action plan?

Goals are mapped to specific issues addressed by meetings, with clear targets such as reducing live chat response time and meeting a percentage of ticket resolution SLAs.

How does the template monitor and evaluate progress?

It provides progress monitoring with a follow-up schedule and progress benchmarks that specify check dates, methods (e.g., phone, email, meeting), expected progress, and comments.

Sep 23, 2026

Upload by Aria Callaghan