Can agents who have never had any verbal warnings still face a Corrective Action Plan?

The statement that agents who have never had any verbal warnings can face a Corrective Action Plan is false. A Corrective Action Plan is typically a formal process implemented when an agent is not meeting performance expectations or exhibiting behaviors that are not in line with company policies. These plans are often a response to specific issues that have been documented, which usually involves a history of prior warnings or feedback.

The purpose of a Corrective Action Plan is to provide a structured approach for addressing and rectifying performance-related issues. If an agent has never received any verbal warnings, it generally indicates that there have been no identified performances or behavioral issues that require correction. Therefore, it would be unusual for them to face a Corrective Action Plan without having any prior warnings or documentation regarding issues.

In essence, the correct answer reflects the policy that corrective actions are usually preceded by previous documented warnings or performance discussions. This approach helps ensure that agents are given the opportunity to adjust their performance before more formal disciplinary action is taken.