Patent ID: 8126136

Claim:
A method for processing a call in a call center comprising: monitoring a characteristic of at least a portion of a call between an agent and a caller; accessing a threshold for the characteristic; accessing a caller profile associated with the caller from a plurality of caller profiles, the caller profile indicating: a number of times the caller has called in a predefined period of time; and whether a previous call was a problem call; comparing the accessed caller profile to the plurality of caller profiles to determine whether the caller associated with the accessed caller profile has been involved in problematic calls more often than callers associated with the plurality of caller profiles; based on the determination, lowering the accessed threshold for the characteristic; comparing the characteristic to the lowered threshold for the characteristic; transmitting, based on the comparison and the caller profile, an alert signal indicative of a potential problem call to a supervisor while the call is ongoing; and connecting, based on the comparison, a telephone associated with the supervisor to the call between the agent and the caller while the call is ongoing.