Case Study: Customer Solutions Group (CSG) achieves a 25% lift in transfer rates with Jornaya

Customer Solutions Group Calls Out Jornaya for Enhanced Warm Transfer Metrics

CSG is a call center that uses a Warm Transfer model to connect in-market consumers with licensed insurance agents, making thousands of dials daily (about 150,000 outbound attempts and nearly 10,000 unique transfers each day). Their challenge was to reduce time wasted on bad or uninterested leads—protecting expensive agent time and costs—without shrinking the overall lead volume carriers need.

CSG partnered with Jornaya to prescreen consumer intent and filter out low-quality or fraudulent leads while backfilling with higher-performing prospects to preserve volume. The collaboration optimized customer acquisition rather than call counts, boosting transfer rates by 25% and increasing agent productivity and ROI for carrier clients.

Customer Solutions Group

Aaron Broome

VP Business Development