At GetHelp Inc., after customer service representatives complete training, their phone calls are monitored to determine if the they are applying the lessons about gathering pertinent information from callers. This evaluation best exemplifies a _____ measure.

Question

Quizplus · Accepted Answer

The evaluation of the customer service representatives' phone calls to determine if they are applying the lessons about gathering pertinent information from callers is a behavior-level measure. This is because it measures the behavior of the representatives during their interactions with customers on the phone.