Ten contact centre lessons learned from the Grenfell Inquiry

VIDEO • 5 minute watch

In this video

If you're in a customer contact centre, there'll be times when call demand increases and you're put under pressure. Lessons learned from experience help you to prepare, so it's essential for customer service leaders to learn from others.

Sadly, this isn't just the case for projects and programmes. It happens in incidents that lead to major public inquiries, and yet we still hear that past lessons learned haven't been followed.

In this video, I've identified ten lessons that every contact centre can learn from the Grenfell Inquiry's phase 1 report into operational call handling during the tragic fire in 2017.

You don't have to be in a contact centre that deals with emergencies to learn the lessons of this inquiry's findings. You'll find systemic issues identified here that are applicable to a wide range of call centre operations.

There are lessons here that every customer service leader can learn.

A lesson isn't learnt until the changes required to prevent it recurring have been put into practice.

Dr. Jason Price

The enormity of the disaster at Grenfell Tower and its terrible impact on those who were affected can’t be understated. Lessons of the past hadn’t been acted on sufficiently, and when some things could go wrong, they did.

Too many people find that they come across a problem in all kind of situations that could have been prevented – if only somebody had done something when it happened last time.

So take this opportunity to learn the lessons for contact centre improvement from the Grenfell Inquiry. Use them as a prompt to think about what has happened in your organisation in the past.

Learning points

Some key points your contact centre can take away from the Grenfell Inquiry's phase 1 findings include:

  • Previous lessons hadn't been learned or followed up with required changes
  • Communications between parties and effective quality supervision are vital in service delivery
  • Contingency plans must be realistic, fit for purpose and up-to-date
  • Information accuracy is a pre-requisite for consistent service delivery
  • Regular training is vital for operational readiness at all levels

The ten lessons listed in this short video are explored in more depth in the accompanying service first® podcast episode.

The podcast poses some questions for you to ask of your own contact centre, to help put these lessons learned from the Grenfell Inquiry into action in your own situation.

Additional resources

There's an online learning module that accompanies this video, which will help you use the accompanying service first® podcast episode as a learning tool with your team.

It's a great way to use this episode as an exercise in your customer service team meeting or 1:1 development session with your team members.


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