For a call center, it is easier to achieve a high productivity.
Just staff so that your utilization is really, really high.
Now the problem with that of course, is that your responsiveness
will be very poor if you have a very high level of utilization.
On the other hand,
you can increase your responsiveness if you keep your utilization very, very low.
Good for your responsiveness, bad however, for your productivity that
there exists a tension between those two forces, responsiveness and productivity.
Now consider call centers A, B and C.
All of these call centers are in a line that we've previously defined as
The Efficient Frontier in the industry.
This means that there is no player, no company,
no call center that dominates competitor A, B or C.
When I say dominates, I mean firms that are both faster than we are,
and at the same time also cheaper.