EP 60 | Lisa DeFalco | Founder & CEO, TPG Inc.

"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 Follow TPG Inc. on Instagram or Facebook Host/Interviewer: M. Troy Bye, Owner, Our Town Podcast Website: www.ourtownpodcast.net Spotify Channel: https://spoti.fi/3QtpT8z Audio available on all platforms - just search for "Our Town Podcast" Follow us on social media: LinkedIn: http://bit.ly/41rlgTt Facebook: https://bit.ly/ourtownpodcast Instagram: https://www.instagram.com/ourtownpodcast/ TikTok: http://bit.ly/3XIFsgo