At GetHelp Inc., after customer service representatives complete training, their phone calls are monitored to determine if they are applying the lessons about gathering pertinent information from callers. This evaluation best exemplifies a _____ measure.
A) reaction-level
B) learning-level
C) results-level
D) behavior-level

Question

Quizplus · Accepted Answer

The monitoring of phone calls to determine if customer service representatives are applying the lessons about gathering pertinent information from callers is an evaluation of their behavior, making it a behavior-level measure.