[mikael]

<<"As for ASA, if staffed correctly to meet the service level relative to their call volume, there shouldn’t be a difference in ASA between small and large call canters. ">>

Thanks for setting my mind at ease on that one, it had me going for a while.

I do find it interesting that agents would have a higher utilization in a larger call center than in a small one. It would be fun to find a "perfect" pair of a large & a small center where we could look at the ACD reports of actual talk times, etc., so that we could dig into this one.

And thanks as well to the starter of this thread for an excellent discussion.