Episode 3: Lisa DeFalco’s Entrepreneurial Odyssey: A Story of Innovation and Resilience

The Evolution of TPG: Pioneering Quality Assurance in Customer Service

In an inspiring episode of the “Grow Your Damn Business” podcast, Lisa DeFalco, founder and CEO of TPG, shared her remarkable entrepreneurial journey. Spanning over two decades, her story is a testament to innovation, resilience, and the power of listening to customer needs.

Key Take Aways:

  • [00:01:18] CEO started TPG 26 years ago, focused on improving contact center experiences by listening to calls, and introduced “this call may be monitored for quality assurance”.
  • [00:05:59] The entrepreneur’s superpowers are listening and grit, which are important for leadership, sales, and servicing. They listened to multiple banking institutions and had positive feedback from clients.
  • [00:07:47] The speaker unexpectedly learned to define phone calls and later Six Sigma, leading to a successful product.
  • [00:12:34] Overcoming fear, building resilience in the early days of business.
  • [00:16:49] Different types of projects: those that help evolve the model (good) and those that dilute the focus (bad). Stay true to the mission and don’t take detours.
  • [00:21:17] Clients are encouraged to think in 90-day increments to celebrate accomplishments and reevaluate progress. Resetting every 90 days is important to celebrate achievements.
  • [00:25:13] First female chair, challenged for the role, and faced gender-based questions during an election.
  • [00:29:17] Community requests automated speech evaluation tool. Previous attempts failed but the community was willing to support development.
  • [00:32:39] Grit, gratitude, and grace meet to double down on investments during economic hardships, with clients who still stand with us.
  • [00:35:48] Discussion about Lisa’s insights and favorite sports team.

From Humble Beginnings to Industry Leader

Lisa’s entrepreneurial path was not predestined. Starting as an employee in a call center, she seized an opportunity to transform the customer service industry. Her groundbreaking idea? Monitoring calls for quality assurance. What began as a simple concept grew into an industry standard, echoed in the ubiquitous phrase, “This call may be monitored for quality assurance.”

Overcoming Challenges with Grit and Innovation

Throughout her journey, Lisa encountered numerous challenges. From the uncertainty of payroll to navigating uncharted business territory, she harnessed her resilience – or what she terms ‘grit’ – to push through tough times. Listening to client feedback was pivotal in evolving her business. Each suggestion led to further refinement of her service, enhancing TPG’s value proposition.

Leveraging Six Sigma and Data Analytics

Lisa’s introduction to Six Sigma was a turning point for TPG. Embracing this methodology, she elevated the company’s services from mere call monitoring to a data-driven approach that could demonstrate tangible improvements in customer interactions. This strategic move not only differentiated TPG but also solidified its position as an industry leader.

Anna: The Next Frontier in Automated Quality Assessment

The latest innovation from TPG is ‘Anna’ – an artificial intelligence-based system designed to assess customer service interactions on a massive scale. Developed during the pandemic, Anna represents a bold step in leveraging technology to meet evolving client needs. This AI-driven tool demonstrates TPG’s commitment to staying ahead of the curve in customer service quality assurance.

Lessons in Entrepreneurship: Grit, Gratitude, and Grace

Lisa’s story is rich with lessons for aspiring entrepreneurs. Her emphasis on listening to clients and adapting her business model highlights the importance of customer-centric innovation. Moreover, her journey underscores the need for entrepreneurs to balance their relentless drive (grit) with gratitude and grace – qualities that have been instrumental in her success.

Advice for Future Entrepreneurs

Looking back, Lisa wishes she had taken more time to appreciate each milestone in her business journey. She advises entrepreneurs to find their authentic voice and be transparent in their interactions, as this authenticity is key to building lasting relationships and a successful business.

Connect with Lisa DeFalco and TPG:

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Subscribe to the “Grow Your Damn Business” podcast for more entrepreneurial stories and strategies. Tune in for insightful conversations that delve into the heart of growing a successful business.

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Meet our Host

Scott has an entrepreneurial spirit that’s been burning since his teenage years. Back then, he was mowing lawns, managing paper routes, and selling greeting cards door to door – always finding different ways to put some cash in his pocket! After graduating college, Scott had a successful career in sales and operations leadership, but his desire to be a business owner was never far from his heart. Seven years ago, he and his wife, Jenn, took the plunge and started their own business. Like many others, they spent all their time on the struggle bus – dealing with cash flow, payroll, and questioning whether their doors could even stay open. Ultimately, they persevered and learned some incredibly valuable lessons along the way.

Now, Scott is dedicated to helping others avoid the pitfalls he faced, fulfilling his purpose as a coach, and helping owners and teams achieve their dreams. When he’s not guiding businesses toward success, Scott can be found hitting the gym, on the golf course, or racking up miles on his Peloton.

As an EOS Implementer, Scott is passionate about helping business owners build a solid foundation and clear vision, empowering them to achieve growth, balance, and financial freedom – all while enjoying the ride.

Scott Goodrich