487 — Chelsea Building Society deploys voice driven transaction service

Feb 10, 2003 | Conteúdos Em Ingles

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 solution has been supplied and installed by Vocalis, a provider of voice driven solutions to the UK call centre market.

“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,” said Tony Wright, general manager (systems) from the Chelsea Building Society.

“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,” Mr Wright added.

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

Paul Wright, CEO at Vocalis commented: “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 Chelsea’s customers will appreciate the advantages of the new voice driven service immediately. By introducing this service the Chelsea Building Society is 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 commissioned by Taylor Nelson shows that nearly half (48 per cent) of people think that dealing with their bank by phone is a frustrating experience.