Our approach
Every engagement starts with understanding your specific situation — your people, your processes, your technology, and your goals. We don't apply off-the-shelf frameworks; we build solutions that fit your organisation and your culture.
Our consultants have all run contact centres themselves. That means our advice is grounded in what actually works on the floor, not just in theory.
Operational Audit
A structured four-week review covering staffing models, technology, processes, and KPIs. You receive a prioritised roadmap with clear ROI estimates for each recommendation.
Workforce Planning
Build or rebuild your WFM practice from the ground up — forecasting, scheduling, real-time management, and shrinkage modelling designed for your contact patterns.
Performance & Quality
QA frameworks, coaching programmes, and performance dashboards built around your agents — designed to sustain improvement long after our engagement ends.
Technology Selection
Vendor-neutral guidance across CCaaS, CRM, WFM, and AI tooling — from requirements definition through RFP and implementation oversight. No referral fees, ever.
CX Strategy
Customer journey mapping, failure demand analysis, and board-level investment cases. Align your contact centre to the wider business and demonstrate its strategic value.
Interim Leadership
Experienced call centre directors on a fractional or full-time interim basis. Cover a gap, lead a transformation, or strengthen your permanent team.
Sectors we work in
- Financial services — banking, insurance, mortgages
- Utilities — energy, water, telecoms
- Retail & e-commerce
- Healthcare & NHS
- Travel & hospitality
- Public sector & local government
International work — Australia
MJL Consultants has worked with contact centre operations in Australia across financial services, utilities, and government services. We understand the distinct challenges of the Australian market — including the regulatory environment under ASIC and the ACCC, the preference for onshore delivery, and the specific workforce dynamics driven by a tighter labour market than the UK.
Our Australian engagements have covered operational audits for major banks and superannuation providers, workforce planning redesigns for energy retailers operating across multiple states, and technology selection projects for government agencies transitioning to cloud CCaaS platforms.
- Operational experience across NSW, VIC, QLD and WA
- Familiarity with Australian regulatory requirements (ASIC, ACCC, APRA)
- Experience with Australian-market CCaaS vendors and local integration requirements
- On-site delivery available — we travel to you