The starting point
Before working with Swiftner, the team at H&H Gruppen experienced unstable performance. Some days delivered results, but most didn’t. It was difficult to understand what separated the good days from the bad ones, and there was little consistency in how conversations were handled across the team. They needed more structure, better feedback, and a clearer way to improve performance across all agents.
They decided to run a pilot using Swiftner over May and June.
Swiftner ran quietly in the background during their sales conversations, giving agents real-time guidance and feedback on every call. At the same time, managers gained better oversight of quality and performance.
The results
The impact was immediate! Sales increased by 100% in May compared to their previous average. In June, results improved by an additional 50%. The team went from being one of the lowest-performing to one of the top-performing teams for their provider. Beyond the numbers, something else changed. Agents became more engaged and motivated. Top performers pushed even further. Less experienced agents improved their timing and confidence
The turning point
After the pilot, the company made a decision. Despite strong results, they chose to stop using Swiftner. The reasoning was simple: performance was already improving, and they believed they could maintain the same level without it.
The employees found it fun to receive tips and feedback along the way, and it likely made them feel more seen throughout the day.
-Joachim Haugen, IT and sales coach, H&H Group
What happened next
Shortly after, results began to drop. Performance returned to previous levels, and the consistency the team had built started to fade.
Later, when Swiftner was reintroduced, improvements came back almost immediately, reinforcing the impact the system had on daily performance.
Finding something that works is one thing. Continuing to use it, especially when results are strong, is what creates long term success.
Test Swiftner, set it up properly, listen to your team, and don’t stop using what works
-Joachim Haugen, IT and sales coach, H&H Group
Conclusion
For call centers and sales teams, the lesson is clear: stop using what works, and the results stop too. When H&H brought Swiftner back, performance came back with it. That's not a coincidence.
