Ecommerce marketplace, Snapdeal, has asked 200 of its employees in its consumer service department to improve their performance or head out. Its employees are being asked to choose between resigning or going on the performance plan, giving the person a month’s time to meet targets. And if failed, it will only result in termination.
As per the company’s spokesperson, “There have been no layoffs at Snapdeal. As part of the on-going performance management & development programme, some team members at our Contact Center have been offered a Performance Improvement Plan (PIP). While many team members have opted for this opportunity to improve the requisite skill set, some team members have desired not to undertake the PIP and have instead decided to move on voluntarily. The PIP process is expected to cover about 200 team members. Our team of nearly 8,000 continues steadfast in its pursuit of building India’s most reliable and frictionless commerce ecosystem.”
Reportedly, the move comes as the company decides to outsource most of its customer service requirements to companies, such as Concentrix in Bangalore, Competent Synergies in Mohali, and Firstsource Solutions in Mumbai in order to save on costs. Over the past year, the company has asked its employees to quit on the grounds of underperformance. In April 2015, it had close to 1,000 employees and now they have about 500, of which 200 employees are being asked to leave.
The company is asking its customer support employees to achieve an 85% customer satisfaction score, which is according to the employees, is impossible because the company’s score has never crossed 62-64%, hence, resulting more employees to quit so that they do not get a negative mark on their resume.
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