Case Study: Johnson & Johnson Achieves 38% Lower Call Handle Time with Abstrakt

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

Johnson & Johnson, an independent wholesale broker serving insurance professionals across the U.S., needed a better way to train and coach its relatively new Customer Care team while reducing call wait times. The company was looking for improved transcript accuracy, stronger support, and real-time capabilities, and chose Abstrakt to help with its call handling and coaching needs.

With Abstrakt, Johnson & Johnson used playbooks, recommended responses, transcript support, and coaching tools to standardize onboarding, speed up resolutions, and help managers reinforce best practices and compliance. The result was a 38% decrease in average call handle time, faster ramp time for new agents, and improved customer service, with Abstrakt also helping seasoned agents answer uncommon questions more efficiently.

Johnson & Johnson

Sarah Lesemann

Customer Care Manager