Another very annoying interaction at the junction has to do with the way a decline in expertise level actually causes the call volume to increase. This happens because the resolutions to the client's situations are not as complete as they would be from a well seasoned analysts. Even worse, the responses provided may even be incorrect. Each of these situations results in additional calls from the client to obtain the desired level of resolve to their situation. Well, I supposed its time we get back to turnover.
Turnover actually comes in two parts, resignations and new hires.
This diagram represents the addition of a reinforcing structure which should enhance the efforts of the balancing structure defined by training. As the expertise level increases call capacity increases and environmental chaos decreases. A decrease in environmental chaos influences an increase in morale. This increase in morale, after some delay will result in a decrease in turnover. The decrease in turnover causes the overall expertise level to increase thus reinforcing the cycle.