[mikael]

" That will show you that to get to the 70% servicelevel point one would need a lower occupancy for the smaller call center and thus this will probably result in a higher asa."

There is no question about the fact that the smaller center will need less "cheeks in seats" to meet their target SL. They take fewer phone calls, so they need less people.

But unless they deliberately overstaff for that SL, there shouldn't be any real difference in the ASA's between the small and large center.

You began the thread by noting that there seemed to be a difference in the real data you analyzed. I suspect that if there really is, that there are other factors in play that should be taken into consideration. Once you eliminate all other factors, however, by assuming them to be equal, the remaining points don't seem to give you anything upon which to hang the assumption that the ASA's would be different. -- At least, I'm certainly not seeing anything that would support the idea.

I know that there are some real data-daemons that haunt the forum; perhaps one of them will jump in. Joe? Dr. Fred?