How Would You Revise This Warning Letter for Poor Call Handling Issues?

Dear Prasad Margi,

This is to bring to your notice that the call data at the site is being observed to be incorrect. There were multiple instances found where customers were kept on hold for seconds or minutes at the start of the call without receiving the standard salutations, which is unsatisfactory.

We are giving you one last chance to prove yourself.

Your performance will be monitored for 15 days at your site. If there is no improvement in your performance after this period, your services may be terminated.

This is the warning letter format I have prepared, but can you please review it and make any necessary changes before sending it out?

Dear Sheetal,

Good to note that you have tried writing the draft of the letter. The corrected draft is as below:

Date: -

To,

Mr. ______
Employee No. _____
________ (employee's designation)
_____________ (your company name and address)
_____________

Warning for Incorrect Call Handling

1. Scrutiny of the call data of your site brought out several anomalies. These were as below:
a) ________
b) ________
c) ________
(be specific about what was abnormal and provide details with date, time, number of seconds the call was put on hold, etc. Attach proof if possible.)

Your way of call handling is contrary to the procedure laid down in SOP No _____. You have been given training on how to handle the calls from _____ to _____ (date) and have been apprised of the contents of this SOP. However, it appears that you have not utilized this learning opportunity.

Management has taken a serious note of this deviation from the laid-down procedure on call handling. You are hereby warned to be careful while handling customers' calls and advised to handle the calls strictly as per SOP No ______.

Your performance will be closely monitored for the next fortnight, and if any deviations from the call handling procedure are observed during this period, severe disciplinary action will be initiated against you.

Authorised Signatory

Issue the above warning letter on your company letterhead and obtain the signature of the employee on the duplicate copy. If the employee still fails to improve performance, issue a show-cause notice. If the reply to the show-cause notice is found unsatisfactory, you may initiate action for termination.

Thanks,

Dinesh V Divekar