What we do

CCL specialises in Customer Management and Change Management. We have an unparalleled track record in improving customer satisfaction scores in regulated industries as well as achieving commercial objectives such as sales and efficiency targets.

We have our roots in the UK’s premier contact centre and customer management group, which started in the early 1980’s. Members of our consulting team set up and ran an outsourced contact centre operation that eventually grew to some 3,500 people, and others developed the largest specialist contact centre and customer management consultancy in Europe. We were one of the 13 companies who helped set up First Direct and have set up and run contact centres in 14 different countries.

After 15 years, we still remain independently owned, allowing us to be true to our guiding principles and provide impartial best advice. Our team comprises of over 100 specialists, with varying skills and industry expertise.

Industry Expertise

We have carried out many successful and ground-breaking projects in key market sectors, often establishing what have become recognised best practices and benchmarks.

Thought Leadership

Our team has won National Training Awards as well as being recognised experts in technology and customer processes – we live and breathe a balanced, integrated approach.

A track record of results

Most of our consultants have worked together for over 20 years as real life “doers” and recognised industry pioneers. Collectively, their experience and track record are unrivalled.


Our background goes back 30 years when we were running world-class contact and customer management operations.

Proven ability to implement

We understand what it really takes to turn an idea into reality and make it “stick”


Driving value through
customer management.