Patent ID: 8498403

Claim:
A method for training agents in a call center, comprising the steps of: (1) directing a plurality of telecommunication calls to an agent by a controller wherein a predetermined percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; (2) determining by the controller success of the agent in handling each of the unskilled telecommunication calls; (3) determining by the controller stress of the agent in handling each of the unskilled telecommunication calls; (4) calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; (5) calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; (6) increasing the predetermined percentage of unskilled telecommunication calls by the controller upon average success being greater than a predefined level of success and the average stress being less than a predefined level of stress; and repeating steps (1)-(6).