Patent ID: 8379831

Claim:
A processor-implemented method, comprising: assigning, by a processor, a first customer service representative identifier associated with a first human customer service representative to a service call; asynchronously receiving at least one caller satisfaction indicator from a caller engaged in the service call in progress; calculating, by a processor, a customer service representative rating based on the at least one caller satisfaction indicator; storing a customer service representative rating in association with the first customer service representative identifier; determining, by a processor, if an incubation period has elapsed since the caller has been engaged in the service call in progress with the first human customer service representative; presenting the caller with an option to change customer service representatives after the incubation period has elapsed; and when the caller exercises the option: determining if a switching limit has been reached for the number of times a call has been switched to a new customer service representative identifier associated with a new human customer service representative, and when the switching limit has not been reached: directing termination of the service call with the first human customer service representative, and assigning a second customer service representative identifier associated with a second human customer service representative to the service call, wherein directing and assigning are only performed if the switching limit has not been reached, and when the switching limit has been reached: storing a switching limit violation indicator in association with the caller.