[mikael]

I hoped you'd chime in on this one.

<<"In a large call center there are many queued calls waiting to be serviced, and there is a greater likelihood of assigning a new call as soon as the agent becomes free. In a small call center the “density” of the calls is lower, fewer calls are queued, and the agent may wait longer for the next call to arrive. ">>

However, I'm still not 100% certain on this one. Assuming that both centers were precisely staffed to meet the exact same service level, and *that all other factors about their incoming call loads were the same except for sheer volume,* would you still -necessarily- see a consistent difference in the ASA?

Above, you are assuming that that there are many calls being queued in the large center, but that their greater number of agents allows a greater likelihood of an agent coming free to grab the call -- but doesn't that in fact argue for a lower number of calls being queued? Or, at best, the same percentage of the incoming volume being queued?

Mathematics were never my strong suit, especially theoretical analysis thereof, but something about this question just doesn't seem right to me. I can't put my finger on why not, but there is something there that seems odd.

Can anyone generate some data to use on this? I think that it's a very useful discussion.