BNSF attains honors for customer support efforts

BNSF Railway Co.'s Customer Support Center recently was named a "Top 100 Contact Center" by BenchmarkPortal.

The top centers were selected based on 22 performance indicators, caller satisfaction levels and employee surveys. Resulting measurements were evaluated against averages for quality and efficiency.

This is the first year the railroad participated in the "Top 100" evaluation, BNSF officials said in an item posted on the "BNSF News" web page.

In addition, the Class I's facility obtained a "Center of Excellence" designation from BenchmarkPortal — the only railroad support center to receive the distinction. Although only 25 percent of certified companies attain repeat certification, the Class I's center now has received the designation for eight consecutive years, BNSF officials said.

The customer support center handles an average of 800 contacts daily. Of the customers surveyed by BenchmarkPortal, 95 percent rated their experience with the center as "good" or "better."

BenchmarkPortal also identified a 37 percent increase in the center's effectiveness and customer satisfaction, while the overall rating for the rail/trucking/shipping industry decreased 17 percent, BNSF officials said.

To maintain the center's high-caliber customer service, a BNSF team continually conducts self-audits, they said. A voice and screen-capture system enables managers to review 100 calls per week.

"This process, along with internal customer surveys, focuses on identifying coaching opportunities and trends," BNSF officials said.