A system that is configured for determining the value of one or at least one incoming call and routing he call for processing based on this determined value. In one embodiment, the system routes very low value calls to an automated system for processing, and directs all other calls to human operators for processing. In another embodiment, the system assigns at least one agent to one or more of a plurality of groups of agents based on the agent’s past performance in executing a particular task. For example, the highest performing agents at handling a particular type of call are assigned to a first group, and the second highest performing agents at handling this type of call are assigned to a second group. In one embodiment, the most important calls, are routed to the first, “highest performing” group for processing, and less important calls are routed to the second group for processing. (FIG. 1) 0 ASSURANT, INC. Address of the Applicant: ONE CHASE MANHATTAN PLAZA, NEW YORK 10005, UNITED STATES OF AMERICA 02605/KOLNP/2005 A 2605/KOLNP/2005 INDIA 2009-03-27T16:00:24Z 2006-10-27 2005-12-15 424388 H04M 3/51 WO 04/114641 18202 0 387 USA 2003-06-13 10/461071 2006-10-27 0 m0kLc51 2009-04-30T18:56:29Z 136264 ASSURANT 53625 /app_images/2/7/a/f/39ei_R2416.png