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6th February 2003


Chelsea Building Society is setting new standards for customer service with the launch of its voice driven telephone account service - the first of its kind for a top ten building society in the UK.

The new voice driven telephone account service went live to all Chelsea Building Societys Call-Direct account customers in December 2002. The service enables Call-Direct account holders to transfer money, enquire about their balance and obtain information on recent transactions all by speaking naturally and without needing to talk to a member of staff. In excess of 13,000 calls have already been made, successfully using the service.

The solution has been supplied and installed by Vocalis, a leading provider of voice driven solutions to the UK call centre market. Vocalis and Chelsea worked together to cover all areas of the customer experience. This involved Vocalis expertise in the dialogue design through to the selection of voice for the service in order to ensure the transaction success for the customer.

Tony Wright, General Manager (Systems) from the Chelsea Building Society said: In the competitive financial services marketplace it is vital that we provide our customers with the highest level of service possible. By introducing this voice driven telephone account service we are able to ensure that whenever a customer calls they receive consistently high levels of service.

This service supports enquiries at busy times and when new products are introduced. We are confident that this new system will increase the service levels received by our customers.

Paul Wright, CEO at Vocalis said: We are delighted to be working with the Chelsea Building Society and to assist them in leading the way in customer service for the Building Society industry. I am confident that Chelseas customers will appreciate the advantages of the new voice driven service immediately. By introducing this service the Chelsea Building Society are allowing their customers easy and direct access to their account information and a natural way of interacting, by simply saying what they want.

Recent research* shows that nearly half (48%) of people think that dealing with their bank by phone is a frustrating experience, but at the Chelsea Building Society they are confident that their new automated transaction service will make their customers experiences hassle free.

- ends -

* Research commissioned by Taylor Nelson, May 2002

About Chelsea

The Chelsea Building Society was founded in 1875 and has over 500,000 members and assets in excess of 6bn. Chelsea is the country's 6th largest building society.

The Society has a network of 33 branches located in southern England and prides itself both on its efficiency and on the high quality service provided to customers. In addition to traditional counter services provided through the branch network, the Chelsea offers postal investment and direct mortgage facilities.

For further information contact:

Jeremy Hicks 01242 271114
[email protected]
Melissa Russell 01242 271466
[email protected]
Public Relations and Corporate Affairs

About Vocalis

Vocalis works with organisations to create contact centre solutions that build the organisations business and brands. These solutions can turn your contact centre from a cost to a profit centre by ensuring it builds your brand, helps your business be more competitive, and increases customer loyalty through more effective and efficient service. Vocalis was formed in 1993, is publicly traded on FTSE Stock Market and has been listed since July 1996. Vocalis brings back the reassurance of the most personal human touch in business - putting voice to work.

The Vocalis Website is at

Email: [email protected]

For further Vocalis Group information, contact:

Philippa Buttle
Vocalis Group plc
Chaston House
Mill Court
Gt Shelford
Tel: 01223-846177
Fax: 01223-846178
Email:[email protected]

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Monday, September 01, 2003
Location :: c_corporate/news