Question

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.

Answer 1

This evaluation best exemplifies a "behavior-level" measure.

Step-by-step explanation:

Donald Kirkpatrick proposed a Four-level training evaluation model for evaluating the impact of training on employees.

The four levels are; Reaction, Learning, Behavior and Results.

The behavior level of Kirkpatrick's model is the third stage and it comes after employees have undergone learning/training. At this stage, the behavior is measured through monitoring and observation to determine if they are implementing what they have learnt.

This gives some insight into how effective the training was.

Therefore GetHelp Inc. by monitoring the phone calls of their customer service representatives are carrying out a "behavior-level" measure.