Our story
MJL Consultants was founded because we couldn't find the consultancy we wanted to hire. The market was full of firms staffed by former strategy consultants who'd read the COPC standards but never managed a bank holiday peak, never had to explain a service failure to a regulator, and never had the conversation with a team leader whose team had hit 95% occupancy for three weeks running.
We built MJL to be different. Every consultant we hire has run a contact centre operation at a senior level. They bring real-world judgement alongside technical expertise — and they're honest about what's difficult, what's impossible, and what the trade-offs are.
How we're different
- All principals have operational leadership experience in contact centres
- We don't use associate networks — you get the same senior people throughout
- Fixed fees only — no retainers, no hourly billing
- We tell you what won't work, not just what will
- UK-headquartered, with delivery capability across Europe and Australia
- Vendor-neutral — we take no referral fees from technology providers
Our team
A small, senior team — by design. We'd rather do fewer engagements brilliantly than many engagements adequately.
International work
Alongside our UK client base, MJL Consultants has built a track record of delivering in Australia. We have worked with contact centres across financial services, utilities, and government in NSW, VIC, QLD, and WA — bringing the same practical, data-led approach to an Australian market context.
Australian contact centres face a distinctive set of pressures: a tight labour market, strong regulatory oversight from ASIC, APRA, and the ACCC, and growing pressure to shift from legacy on-premise infrastructure to cloud CCaaS. We understand these dynamics from direct experience, not from reading about them — and we travel to your site when the work requires it.
Accreditations & memberships
- CCXP (Customer Experience Professional) — all principals certified
- UK Contact Centre Forum — active member and contributor
- COPC certified operations consultants
- ICO registered data controllers