“This call may be monitored for quality assurance purposes”. That famous tag line is the brainchild of Lisa DeFalco, Founder & CEO of TPG Inc. A gutsy and determined woman raised by her grandmother in Newark, Lisa overcame the odds and the voices of naysayers to not only found her company in 1996 but, she also founded the entire industry for quality assurance for customer contact centers. For 26 years Lisa has achieved a masterful “blend” of her time and life by managing a residence in Sarasota and raising (3) children while also expanding and overseeing TPG operations in both Omaha and Huntsville. The Huntsville TPG family has created and is evolving “Anna” an AI-based communication assessment platform. You will thoroughly enjoy hearing Lisa’s story.
Episode Timeline:
00:00 Start
01:28 Lisa Intro
05:10 Starting the Industry
12:17 Williamsport, PA
14:15 High School Jobs
19:05 TPG Early Days
22:31 Value-Add/Six Sigma
26:34 Call Volume
29:40 Tagline is Born
32:05 Single Mother
36:50 Grace & Learning Process
45:20 Use Cases & Competitors
51:28 Lobbying Congress
55:55 TPG Locations
01:02:43 Meet “Anna”
01:09:43 Definitions of a “Good Call”
01:15:36 Realities of Expansion
01:24:10 Meaning of “Anna”
01:32:46 Managing Ups and Downs
01:41:52 Picture Pack
01:53:52 Quick 6
01:57:54 Shoutouts & Conclusion
For more information on TPG Inc. visit https://tpginc.com
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Host/Interviewer: M. Troy Bye, Owner, Our Town Podcast
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