Patent ID: 8908856

Claim:
An operator evaluation support device comprising: a speech recording unit configured to record speech times of a customer and an operator during a telephone call from the customer to which the operator attends; a display recording unit configured to record a display time during which a display screen is displayed during the telephone call on an operator terminal used by the operator, in association with display screen identification information for identifying the display screen; a content recording unit configured to record screen content information describing a content of the display screen, in association with the display screen identification information of the display screen displayed on the operator terminal; a providing unit configured to refer to the speech recording unit, the display recording unit, and the content recording unit with respect to the telephone call, create telephone call information indicating the speech times of the customer and the operator, the display time of the display screen displayed on the operator terminal, and the screen content information corresponding to the display screen, and send the telephone call information and voice files of speeches of the customer and the operator included in the telephone call information to an administrator terminal used by an administrator who is evaluating the operator; and a determining unit configured to receive, from the administrator terminal, a selection of one of the speeches of the customer and the operator included in the telephone call information, determine whether the selected speech is included in a predetermined time from a switching timing of the display screen displayed on the operator terminal, and determine, when the selected speech is determined as being included in the predetermined time, the selected speech and also the other of the speeches included in the predetermined time as being play speeches.