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Home Genius Exteriors is one of the country’s fastest-growing and most respected home improvement companies. It offers a wide range of services, including roofing, siding, windows, doors, gutter, and more, all backed by a team of industry experts dedicated to delivering outstanding results.
Cory Minzyk joined Home Genius in early 2023 to rapidly increase annual sales by scaling outbound call center operations. With years of industry experience, Minzyk has cultivated a network of expert partners, including Bridgepointe, to provide strategic support so the contact centers she leads are ready to handle increasingly complex and high-volume demands.
Legacy Call Center Infrastructure Limits Growth
When Minzyk joined the company, the call center relied on an internet provider prone to outages and used manual dialing, which led to compliance issues, inefficiencies, and wasted resources.
“With rapid growth in the contact center, going from ten agents to 70, we needed scalable technology and infrastructure to support further expansion. There was no way to grow further without stabilizing the system and enhancing productivity,” explained Cory Minzyk, Call Center Director, Home Genius Exteriors.
Minzyk turned to the Bridgepointe strategist she’d worked with at a prior home services company for support.
Boosting Call Volume and Reliability with Seamless Tech Upgrades
The Bridgepointe team’s priority was replacing Home Genius’ unreliable internet. Cato Networks was implemented to back up the internet and ensure the call center had rollover to prevent downtime during outages.
Next, the existing contact center solution was replaced with Five9, which includes a high-capacity dialer platform known for its stability and scalability. This automated system eliminated manual dialing, allowing the team to nearly double daily call volume from an average of 4,000 to 7,000 and 8,000 calls.
Bridgepointe’s deep industry connections enabled them to negotiate favorable contract terms with technology vendors.
“We didn’t have to worry about shopping around, as they handled the entire process, including pricing, contract negotiations, and exit strategies for underperforming systems. Bridgepointe’s ability to seamlessly transition the company out of costly contracts saved us significant resources,” shared Minzyk.
Home Genius plans to expand the contact center further, and Bridgepointe is already laying the groundwork for the next phase. This includes migrating the Five9 platform and Cato Networks to the new facility with zero downtime while providing recommendations on additional network redundancies.
Bridgepointe Helps Home Genius Hit $5M in Weekly Sales
With Bridgepointe’s expertise and new technology, Home Genius Exteriors’ outbound call center has experienced transformational growth in productivity and revenue.
Call volume has nearly doubled, resulting in a significant boost in sales, going from a weekly average of $900,000 to $5 million. The company has the technology to continue scaling and plans to increase from 70 agents to 150 in the coming months.
“By partnering with Bridgepointe, we have confidence that the contact center is future-proofed, and we can continue to scale the number of agents, calls, and ultimately our revenue,” explained Minzyk. “I was hired to help the company grow in the most efficient way possible, and with Bridgepointe, I know we’re ready to meet our ambitious sales goals.”
