System and method for controlling and monitoring communication between customers and customer service representatives

The system of the present invention allows a customer to access a company computer system (14) via a data network (12) and to request contact with a customer service representative. The company computer system (14) automatically selects a customer service center and a customer service representative in accordance with a set of selection criteria, including customer preferences. A monitor (38), also connected to the company computer system via the data network, may choose to accept or to change the selections made by the company computer system. Once a customer service representative has been selected, the company computer system causes a telecommunication control device (40) to connect the customer, the selected customer service representative, and the monitor via a voice network. If a monitor is not available, the company computer system causes the telecommunication control device to connect the customer and the selected customer service representative, and then records the communication therebetween for future review by a monitor. Optionally, the selected customer service representative may initiate data communication with the customer via the data network. The monitor may readily monitor the data communication between the customer and the customer service representative via the data network.