Turn customer complaints into service gaps
Classify voice-of-customer evidence into service quality dimensions that point to operational action.
The move: translate complaints into the service quality gap they reveal. SERVQUAL gives BPO managers a practical lens: reliability asks whether the service is accurate and dependable; responsiveness asks whether help is prompt; assurance asks whether the customer can trust the agent's competence; empathy asks whether the service feels individually considered; tangibles covers the visible or channel experience. This helps because customer comments are messy. One angry paragraph can contain three different gaps. If you code only sentiment, you learn that customers are unhappy. If you code service dimensions, you learn where the system needs action. Use the model as…
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