[remy]

We're still not convinced by wat is said here. As to the last reply of Mikael, there is no doubt that a big callcenter can meet a servicelevel with a higher utilization than a small callcenter.

There are scientific articles proofing this statement. I can give you same data from our Callcenters to make our point more realistic:

The following data for our big Callcenter:

Occupancy: 88 89
Servicelevel: 72 73
ASA: 21 28
Call volume: 21614 23349

The following data for our small Callcenter:

Occupancy: 71 64
Servicelevel: 69 70
ASA: 37 43
Call volume: 487 484


We aim at a servicelevel of 70% within 20 seconds. As you can see the servicelevel is almost the same, the occupancy is much higher in the big callcenter, and also the ASA is smaller in the bigger callcenter. So the data seems to tell us that in a big callcenter the ASA is lower than in a small callcenter, and that this has tot do with the difference in occupancy !?

The question is can anybody give a scientific answer to this question ?