New Citi Bank monitors the length of time customers are kept on hold when they call into the bank for information.This is an example of a(n)________.
A)performance indicator
B)performance standard
C)customer relationship management
D)employee performance evaluation

Question

Quizplus · Accepted Answer

Monitoring the length of time customers are kept on hold is a performance indicator, as it is used to track and measure the bank's level of service and responsiveness to customer needs. Performance standards would outline specific targets or benchmarks for how long customers should be kept on hold, but this is not mentioned in the scenario. Customer relationship management involves the overall strategies and processes for building and maintaining relationships with customers, which is broader than just monitoring hold times. Employee performance evaluations assess individual employees' job performance, which is also different from tracking hold times for customer service.

New Citi Bank Monitors the Length of Time Customers Are