Performance Enablement

&
Consequence Management/
Zero Tolerance Policy
Performance Enablement Plan
Performance enablement plan is laid down to upskill the bottom quartile executives to improve their skills by providing required
training, monitoring & feedback.
The PEP (Performance Enablement Plan) is applicable for executives who fall
under any of the below categories:
1. Executives who have certified through OJT & existing Executives
- Bottom Quartile Executives : bottom 25% executives of the total population
in Quality Scores
- Duration of PEP – 60 days
- Clearance criteria
1. Minimum improvement by end of PEP (60 days) in Quality scores of last 4
weeks (average) – 10%
2. Movement in the upper quartiles.

2. Executives who have not certified through OJT

- All executives who could not certify during OJT of 1 month will be
considered as a BQ.
- Duration for PEP – 30 days
- Clearance criteria
1. Minimum improvement by end of PEP (30 days in Quality scores of last 4
weeks (average) – 10%
Performance Enablement Plan

Important Points . PEP – IMPORTANT POINTS

1. Executive will not be eligible for any IJP/ IJT during the PEP period.
2. PEP should be documented and discussed with the Executive prior to initiation of PEP tenure. However, in the event that a
Executive fails to put in comments and sign off the document within 15 days of initiation of PEP. It will be deemed to have been
accepted by the Executive.
3. At the end of PEP tenure, a final evaluation must be documented appropriately to capture facts / observations which have
considered for deciding the outcome of PEP.
a. Successful PEP: If clears the BQ criteria as per the policy, Executive will be out from PEP program. However, repeated entry
in BQ or drop in quality scores by >10% in immediate succeeding months (within 3 months) will invoke an action of an
unsuccessful PEP.
b. Unsuccessful PEP: Appropriate actions as per Company policy i.e. termination of the Executive from the services to be
taken on grounds of nonperformance.
CMP – Consequence Management Actions
Consequence Management is the course of action which will get invoked in case of non-adherence to the policies & processes.

1st Incident 2nd Incident 3rd Incident 4th Incident

Any remarks which go against Angel One’s brand Warning Letter by HR

image(Negative remarks such as: speaking bad of OR Termination
business, employees, our products, processes,
competitors & partners.) (Based on the impact)

Casual with customer/ Getting personal/ seeking

personal info (not for personal benefit) unprofessional Verbal Warning Written Termination
on call – not following the call etiquettes as per training Warning by HR
program

Case avoidance
• Call picked up after 30 seconds Verbal Warning Written Termination
Warning by HR
• Call not picked

• Call disconnection without warning and call back

Written Termination
not done as per the process
• Call picked up however not spoken Warning by HR
CMP – Consequence Management Actions

1st Incident 2nd Incident 3rd Incident 4th Incident

Verbal OR Written
Insisting/acknowledging clients to escalate to warning by HR OR
Regulators/Exchange Termination
(Based on the impact)

Fatal Errors Written Termination

Feedback Feedback
(Subsequent weeks) Warning by HR

Defaulter from other/ focus audits/ NSE complaints – Feedback Feedback Written Termination
Agent error under ACPT Warning by HR

Under/Over Representations of Numbers) Verbal OR Written

warning by HR OR
Termination
(Based on the impact)

PEP Entry & performance not approved as per the

Termination
criteria
ZTP Categories

1st Incident 2nd Incident 3rd Incident 4th Incident

Rude/ Abusive/ Sarcastic behavior(Arguing, being rude,

shouting at the customer, using inappropriate & abusive Termination
language )

Manipulation or misusing customer’s information Termination

Taking customer’s Credentials/Placing orders without

Termination
customer’s consent

Financial fraud/Un-authorized usage of system/ Cheating

System by documenting false information Termination

Seeking confidential personal for personal benefit Termination

Hampering data security - revealing the confidential data of

the client/CSP to unauthorized recipient Termination
Thank You