TLC Insights

Connecting with Employees & Communities

February 6, 2020 | TLC Insights


TLC Associates
Connecting with Employees & Communities –


At TLC Associates, we describe our corporate culture as family-oriented. We put our people first before the business bottom line. Our mantra is: when your people thrive, business will follow. Our culture is driven by authentic leaders who are vested in and connected to our employees’ success and happiness. Everyone has a stake in the accomplishments of TLC because we are a 100% employee-owned company.


Tom Cardella, CEO of TLC Associates, says it best: “Our people are our most important asset. We celebrate our mid-western work ethic. It’s an unwavering belief that hard work and perseverance rooted in quiet humility pays off in the long run. We take good care of our people so they’ll take good care of your people.”


TLC is connected internally because we are a “flat” organization. Our business structure has few levels of middle management. Our well-trained associates are empowered to be more productive because they are more directly engaged. We also employ a hub-and-spoke business model. This reinforces our family-oriented corporate culture by centralizing policies to provide clear direction while decentralizing responsibility to provide independence and pride of performance. There are different parts of the wheel with different roles, but in the end, everyone is part of the same wheel spinning toward the same goal.


Our people-first approach has enabled us to recruit and retain leadership talent in addition to building a loyal and committed workforce at all levels within the organization. For example, the leadership team has worked together between 10 and 20 years, and more than 20 individuals working on the call center floor have been with TLC Associates for more than 5 years – a significant accomplishment for the contact center industry where attrition tends to be high. And our family is growing: 89% of new hires come from employee referrals.


In the places where we live, work, and play, we take our TLC family-oriented culture into our communities. Our employees are our heart and soul, and they love to give back. We connect externally to the community through them – we are connected to our people, and they are connected to the community. Our people often choose the charities that TLC supports. We can double the impact by putting financial backing behind our people’s charitable efforts. When we work together, we prove that you don’t have to be wealthy to be charitable.


TLC gives back in many ways – from grants and gifts to the University of Iowa to supporting numerous national charities including Ronald McDonald House, Special Olympics, Big Brothers/Big Sisters, and Hiring Our Heroes. In the rural communities where our call centers are located, TLC is actively involved in supporting local programs like Little League sports, cheerleading squads, and blood drives. Just this month, a call center banded together to support the family of an employee who passed away suddenly. They had the idea to pay $1 each to dress down in the office, and they raised enough money to pay the family’s expenses for a month.


“No program, activity, or set of rules tops having happy and fulfilled employees who feel that what they are doing matters.”


– Tom Cardella, CEO of TLC Associates. This is what sets us apart in the call center industry.

Remarkable Customer Experiences.

Request your custom quote today!