Case Study: Norfolk Southern Corporation achieves doubled QA productivity and improved contact center efficiency with VPI

Norfolk Southern Corporation - Customer Case Study

Norfolk Southern Corporation, a major U.S. rail operator handling some 500,000 inbound calls per month, faced inefficient and subjective QA processes in its contact centers: evaluators manually hunted for calls, postponed reviews until month-end, avoided long or poor calls, and relied on ad hoc Access databases. To address these problems Norfolk Southern turned to VPI and its EMPOWER suite (recording, intelligent quality monitoring and speech analytics) to modernize call recording and quality evaluation.

VPI implemented automated business rules, personalized evaluator queues, QA calibration tools, real-time performance tickers, and speech analytics (with category tuning support) to surface relevant calls and combine call content with CRM data. The result: Norfolk Southern reports it has easily doubled QA productivity, its 12 evaluators save at least 50% of QA time, selection bias and employee complaints dropped, coaching became continuous and constructive, and the company gained measurable compliance and operational insights — all enabled by VPI.

Norfolk Southern Corporation

Jack Fuller

Crew Manager