Patent ID: 7783027

Claim:
A non-transitory computer-readable recording medium having recorded therein an agent training support program for executing on a computer the steps for: associating an agent identifier, and enquiry contents and contents of the answer, to sequentially store these in a storage device, when each agent has been performing an answer in a contacting center; extracting an enquiry pattern from the enquiry contents; executing evaluation of the answers of each agent based on the agent identifier and the contents of the answer, for each said enquiry pattern; extracting the contents of the answer of an agent with a highest said evaluation as model contents of the answer, for each said enquiry pattern; dividing the model contents of the answer and the contents of the answer of a trainee agent into predetermined phases, for each said enquiry pattern; executing mutual comparison of corresponding phases of said model contents of the answer and said contents of the answer of a trainee agent, to calculate ineptitude-degrees in the respective phases of the trainee agent, for each said enquiry pattern; specifying from said model contents of the answer, a range of contents of the answer containing therein at least one of the phases where said ineptitude-degree is high, and lasting for a predetermined time, for each said enquiry pattern; and generating teaching material for training the trainee agent, using said model contents of the answer for the range of said predetermined time; wherein the agent training support program further comprises the step for estimating training effectiveness for a trainee agent, based on a teaching material output frequency for a trainee agent, a growth rate corresponding to a change in an evaluation, and a latest evaluation of the trainee agent, and wherein the delivering step comprises outputting of the teaching material with priority that for which the trainee agent is inept, and that for which said teaching effectiveness is high, from amongst a plurality of training material.