A method and apparatus trains agents in a call center by directing a plurality of telecommunication calls to an agent by a controller wherein a percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; increasing the 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 stopping after the percentage equals a predefined percentage.