Patent Document ID: 20070263840
Application ID: 11510971
Patent Flag: 0

Claim One:
1. A 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.