|
Well,
I have just received an answer from the author of the piece sent in by me in the last post. He tells me that (he is a call center mathematician) indeed if you increase the size of the call center the ASA will start improving even if you keep aiming at a certain servicelevel.
If you use the Erlang Calculaor they have produced you will see that this is correct. However in the call center becomes too big the ASA will start increasing again. So it looks like this is a economics of scale advantage, where the ASA will improve if you increase call center size whilst maintaining the same servicelevel, however at a certain point increasing the call center won't decrease the ASA anymore and it will even start increasing (this wille happen only with really big call centers).
His reasoning is (more or less like mine) something like this. (translation from a piece he wrote me in Dutch).
-small call center
The servicelevel of a small center consists of the number of clients that will be answered immediately, the clients that won't be answered immediately however will wait a substantial time. So the ASA will be around zero seconds or a really long periode of time. Together this will give a relatively high ASA.
-big call center
While size increases the percentage of calls that has to wait longer will increase. However most of them will be answered within the AWT which will result in a lower ASA than the small call center
|