While First Direct is owned my HSBC, I’m pretty sure their systems, processes and training are different.
From a old report (2007):
Systems and processes
A striking feature of First Direct throughout has been the integrated approach: whether you communicate by phone, written correspondence or the Internet, service representatives have a single customer view, encompassing all interactions via different channels, as well as the range of products held, customer preferences and so on. Coupled with a high level of connectedness in First Direct’s systems architecture, and a culture of empowerment, this integration leads to more than 90 per cent of customer requests being handled at first point of contact, usually without any ‘passing off’ of calls.