How Johnson & Johnson achieved a 38% decrease in call handle time

The Challenge

Johnson & Johnson’s Customer Care team is still relatively new. With any new department comes an immense amount of training, hiring, and coaching. Johnson & Johnson needed a tool that would help streamline their training and coaching.

This goes without forgetting the most important part – their customers. Reducing call wait times was a must.

Luckily, Johnson & Johnson understood the type of technology that was needed as they were using a similar product to Abstrakt. However, there needed to be improvement when it came to transcript accuracy, product support and responsiveness, and just the overall real-time capabilities that their agents needed.

The Solution

Johnson & Johnson uses Abstrakt for training and onboarding new hires. The playbooks and recommended responses give them a standardized method of training while giving the agents the confidence to take calls sooner.

For their seasoned agents, having unlimited intelligence through the voice-activated recommended responses saves them time when uncommon questions are asked. Plus managers can see what the best-performing agents are doing, and replicate that throughout their team.

From a coaching perspective, Johnson & Johnson utilizes Abstrakt’s coaching opportunities feature to give feedback on calls while ensuring each call meets their compliance standards.

The Results