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Case Study

Case Study: Firstsource Solutions, Leadership Training

Improve Business By Empowering Your Middle Managers To Lead, Communicate and Show Up Authentically


                                                                                                                     Firstsource Logo

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Headline Results

15 personal bests for the company

Best ever quarter results to date

Engaged, empowered Team Leader cohort

Reduced attrition


The Business Challenge

Firstsource Solutions is a leading global provider of business process outsourcing (BPO) services offering a wide range of services across banking and financial services, telecommunications and media and the healthcare industry.

The UK Senior Vice President and site manager of two Cardiff sites recognised a need for more support their team leader population.  The organisation had been through a huge amount of change during the previous eighteen months. Team Leaders, in general, had become too task focussed and somewhat disengaged resulting in overwhelm, higher churn, some passive aggressive behaviours, lack of communication, silo working and disconnection from the company and themselves as a cohort.

While the Team Leaders were deeply passionate about their team members, there was confusion for some over leadership and management styles and how to inspire good behaviours.

After seeing inspire me speak at a Contact Centre Forum on Authentic Leadership, Kath Chivers, Senior Vice President of FirstSource Solutions UK approached inspire me about crafting a course for her 90 strong Team Leader Population.


The Solution

After some transparent discussion, it was agreed that we would concentrate on behaviour and attitude training for leadership. A bespoke authentic leadership day programme was designed to be delivered across the 90 strong team leader population over 6 days. This would explore three main themes. Introducing Authenticity. Communicating with your team and Fear and Confidence. Within these themes subjects and exercises around presence, choice, how you show up behaviour, appropriate barriers, empowerment, honesty, trust, ownership and vulnerability.

It was really important that the training style was completely different from anything the Team leader cohort had experienced previously. The training needed to stay away from PowerPoint and be interactive. It also needed to have true impact so the team leader population would start working together more and be inspired to work differently following the programme.


The Results

The results were phenomenal.

Within 6 months the behaviour, results, and energy of the team leader population, their teams and sites had altered dramatically for the better.

“The training brought about a change in the business.” Team leaders became more engaged with the organisation and those that were no longer suited to the role, moved on leaving a more on purpose cohort. First Source reported their best quarter to date and attributed it to their team leader training, which had served to pull the whole cohort together and facilitate a step change within the business.


“The training brought about a change in the business, staff have been more aware of their impact, have made changes in the way they communicate to their team and manager. In general, the business has been more focused, and we have achieved our best quarter ever in results, breaking over 15 personal bests, we are high performing and leading the way…I would highly recommend Inspire Me for any training requirements, it is certainly different and very bespoke compared to other previous training consultants I have worked with, also Andrea is thorough and conscientious following up on feedback and results.”

– Kathryn Chivers, Senior Vice President Operations at Firstsource Solutions.


personal bests broken.
Achieved best quarter ever in results.

See how we do it

What services did we use

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Inspire Me Training - Leadership

Equip and explore how to strengthen good practice and supercharge existing knowledge.

“In general, the business has been more focussed, and we have achieved our best quarter ever in results, breaking over 15 personal bests.”

Kathryn Chivers, Senior Vice President at Firstsource Solutions

If you want your middle management to communicate more effectively and to become more self-aware, get in touch with Inspire Me today.

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