Case Study

Firstsource is a business process management partner, collaborating with many of today’s FTSE100 and Fortune 500 companies. Operating from 39 centres worldwide, Firstsource delivers premier outsourcing services, including customer service, back-office operations, and support services such as call handling, email management, and live chat support.

Since January 2024, Samsic has partnered with Firstsource to provide professional and comprehensive security and cleaning services at four of their UK business centres, based in Derby, Birmingham, Pontypridd, and Middlesbrough respectively. Just as Firstsource focuses on providing efficiency for its clients, Samsic has mirrored their commitment by driving our own culture of continuous improvement, open communication, and collaboration throughout our Firstsource operations.

The Challenge

To ensure the successful implementation of professional security services for Firstsource, Samsic developed a comprehensive mobilisation plan, informed by multiple site visits and preliminary discussions with Firstsource management teams. Our dedicated mobilisation team, a specialist support function with members including professionals from HR, IT, operations, our specialist security division, payroll, and more, identified that each site would benefit from refreshed processes and additional technological support through our SamTech security innovation.

Time was critical during the mobilisation process, with the Birmingham, Pontypridd, and Middlesbrough accounts needing to be mobilised within one week. Samsic’s priority was to support the existing security teams during this transition, introducing them to our culture and seamlessly integrating them into our business, whilst providing training on our enhanced processes to ensure immediate continuity, and ongoing improvement, of service.

At Birmingham’s Tricorn House, which had not previously had a dedicated security service, the challenge extended to recruiting and building a new on-the-ground security team. Similarly, other sites required a combination of recruitment and TUPE-related integration efforts, as we onboarded new members to ensure the successful enhancement of the security service, whilst also integrating twelve existing security officers into Samsic’s operational framework.

For both Firstsource and CBRE, it was essential that the new supplier not only prioritise supporting the existing teams but would also develop a culture of continuous improvement and collaboration with Firstsource as the client. Open communication was key to unifying all teams and ensuring that Security Officers, Samsic management, and Firstsource were all aligned to the greater goal of delivering service excellence.

The Solution

Having implemented a transformative security service within just one week and having secured one of the highest industry accolades in performance after only six months, Samsic’s approach to developing the security service for Firstsource exemplifies the dedication and expertise of our teams.

Initially, to address staffing needs, Samsic utilised a rigorous recruitment process for the Firstsource security teams. While all officers legally require an SIA license to work, Samsic candidates were additionally tested on industry best practices with a 20-question assessment, designed to evaluate their ability to integrate into our teams. Once hired, the new team members were enrolled into Samsic’s comprehensive onboarding process and were provided with access to our Learning Management System (LMS) professional development platform and benefits packages.

The onboarding process includes the undertaking of site-specific training courses, whilst supporting the team members in learning what is expected of them to develop their confidence and professionalism. Continuous professional and personal support is provided through regular check-ins to ensure their satisfaction and positive progress within the Samsic family.

Each Firstsource site has bespoke officer training documents tailored to the unique requirements of that location. These documents detail assignment instructions, track delivered training, and are continuously updated to ensure that security officers are fully knowledgeable and prepared to manage any situation. Samsic’s security management team additionally provides 24/7 access to guidance and backup in the event of any serious incidents.

To further enhance service quality, Samsic incorporated conflict resolution assessments into each site’s operations. After any incidents, a thorough review is conducted to identify a resolution and implement preventative measures, such as process amendments or additional training. Role-play scenarios have also been incorporated into these assessments, ensuring that all development opportunities are explored.

Additional security measures include a weekly key audit at each Firstsource site to prevent potential breaches, as well as a no-bags and no-phones policy at Tricorn House to safeguard Firstsource’s client data, preventing any important information from being misused and enhancing compliance.

The introduction of SamTech has been instrumental in supporting our people in the delivery of an outstanding security service. As SamTech allows for real-time tracking of security activities, incident reporting, and incorporates any bespoke client requirements, such as pre-programmed escalation lists, communication is made transparent. With open communication, supported by our dedicated security team, Samsic has been able to work in partnership with both CBRE and Firstsource for the betterment and development of the service.