What we do

Operational Efficiency And Improvement

Ever wonder just how effective your call center operates?

The Gillen Group provides its clients with an intensive efficiency assessment that looks at all aspects of the operation, including work force scheduling, all base line metrics, as well as service related measurements. We utilize a sophisticated analytics program that enables us to take a comprehensive look at your company’s total processes and benchmark it against "best in class" operations.


New Technology and Implementation Support

Who has the time and resources to look at all the new technology on the market today?

Find the right new technology to enhance your business without the resource strain and hassle. The Gillen Group assesses and reviews new technology providers across multiple platforms, conducting a 25-point inspection (ranging from the type of technology - to the ease of implementation). Providing you with a comprehensive review of the technology that fits your preference and organization needs. We will even help implement - if needed!


Is your call center set up to deter employee misappropriation and data theft?

While many companies do a great job assessing the IT and external threats to their business, very few look at the most pervasive form of fraud – employees. Our proven risk assessment designed specifically for call centers will help you identify potential gaps, exposures and risks associated with running your call center business. Don’t become a victim of internal fraud!

About us

The Gillen Group is a boutique customer service and call center consulting firm. We provide our clients with a variety of services including:

  • operational efficiency and improvement assessments
  • new technology assessment and implementation support
  • risk and threat assessments

Our team of dedicated professionals have over 50 years of experience in the customer service and call center space. Our proven methodologies and custom analytics enable organizations to properly assess the effectiveness of their customer service program, identify core problems and implement effective solutions that provide a competitive advantage in the servicing of their customer base.

our team

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