Chelsea's Call Direct automated telephone service

About our automated telephone service

Take care of your financial transactions quickly and easily using Chelsea´s voice activated automated telephone service – exclusive to our Call Direct account holders.

It´s a safe and secure way to transact your Call Direct accounts.

You can:
  • check your balance
  • listen to a mini statement of recent transactions AND
  • withdraw money by transferring it to your nominated account ....... all without having to speak to a Chelsea agent.

Because the service is completely automated, it is never engaged and there is no waiting.

Simply call 0845 601 2710 and you´ll be guided through the transaction you wish to make. The service will ask you questions, listen to your answers – double check details where appropriate – and then carry out your instructions.

Quick and easy to use

There are no ´press one, press two´ phone menus and you do not need to learn any specific voice commands.

To request a transaction, simply use natural, everyday language, for example, ´Balance, please´ or ´I´d like to transfer some money.´

Should you need help or would like to talk directly to an agent you can do so at any time during your call by saying the word ´Agent´ or ´help´.

How does it work?

Call 0845 601 2710, and you´ll be asked to follow these steps:

  1. For security, we will request your Call Direct account number.
    • You should provide the eight digits of your number separately – for example, ´one, two, three, four, five, six, seven, eight´
    • Should we fail to recognise your account number, your call will be transferred to a member of staff for further assistance.
  2. Next, you will be asked to confirm your identity using random letters from two of the three passwords you have previously registered (a memorable name, place and word).
    • Please try to make sure you are familiar with your passwords before you call
    • It is preferable to give your password using the ´phonetic alphabet´ (shown below), such as ´E for Echo´ but you can use any words that come to mind, such as ´E for Easy´.
  3. Then, request the service you require.
    • Transfer money
    • Check your current balance OR
    • Listen to a mini statement of recent transactions.

Day to day Call Direct transactions

Transferring money
If you wish to transfer funds, you´ll need to provide all the relevant details, including dates and amounts.

Talk naturally and the system will do as you ask, for example, say ´The fifth of November´ or ´Three thousand, five hundred and fifty pounds´.

If your transfer takes your account below the minimum interest earning balance, you will automatically be given the opportunity to adjust the amount. Likewise, the system will suggest a transfer date that avoids incurring any interest penalty – but will let you opt for an earlier date if you prefer.

As soon as you have completed your request, the details will be repeated and you will be asked if you would like to proceed. Say ´Yes´ to confirm the transaction, or to cancel it say ´Cancel´ or simply hang up.

All transfers are subsequently confirmed in writing.

Check your balance
On request, the service will tell you your Call Direct account balance, as well as the sum currently available for withdrawal/transfer.

To hear the balance again, wait until you are prompted to ask for another service and repeat your request.

Recent transactions
The service can provide a mini statement of your most recent transactions and, if required, any pending transactions. Say ´Cancel´ or ´Stop´ at any time to end your request.

To hear the mini statement again, wait until you are prompted to ask for another service and repeat your request.

After each transaction you can end the call by saying ´Finish´, or just hang up. If you continue to hold, you will be asked to request another service.

Opening hours
We know your schedule doesn´t always fit in with branch opening hours – but there are still transactions you may need to complete. That´s why we have developed the automated telephone service, so you can manage your account at your own convenience, from the comfort of your own phone.

Lines are open:
8.00am – 8.00pm Monday to Thursday
8.00am – 6.00pm Friday
9.00am – 5.00pm Saturday

Frequently asked questions

Q. Do I have to speak slowly?
A. No. Just speak naturally, using words and phrases that you would normally use. Saying ´Balance´, ´Balance, please´ or ´I´d like to check my balance´ are all fine. If we don´t understand your instructions, you will be asked to repeat them. In some cases, you will be given extra guidance.

Q. The service doesn´t seem to recognise my account number, what should I do?
A. Please read out each number separately, as numbers that are grouped together may not be recognised. Try saying ´three, four´, for instance, rather than ´thirty four´. Or ´seven, seven, seven´, rather than ´treble seven´. Also, try to avoid long pauses between numbers.

Q. The service seems to be having trouble understanding me – why is that?
A. Try to avoid loud background noise such as music or people talking, especially if you´re using a speakerphone. Long pauses may also cause the service to think you have finished speaking.

Q. What if I need help?
A. Simply say the word ´Agent´ and you will be transferred to one of our specially trained staff. Or to get assistance at any time during your call, say the word ´Help´, and you will hear a recorded message giving more information about the area of the system you are currently in.

Passwords

Important notes for existing Call Direct savers
If you already have one or more Chelsea Call Direct accounts, and would like to keep your existing passwords for new Call Direct accounts, simply remove the password section of the application form before returning it to us. Your existing passwords will then take effect for all of your Chelsea Call Direct accounts.

If you do submit a new set of passwords, these will take effect for all of your Chelsea Call Direct accounts.

Using the service

It will help to have your Call Direct account number and passwords to hand before you call.

Ring 0845 601 2710

You will be asked for:
  • Call Direct account number
  • your name (joint accounts only)
  • a combination of letters from your passwords
Choose a service:
  • transfer money
  • hear balance
  • mini statement

No further requests, say ´Finish´.

Phonetic alphabet

For the letters requested from your passwords, you may use any word that comes to mind, although we recommend using the phonetic alphabet – saying ´F for Foxtrot´ or ´N for November´ – if at all possible.

A Alpha B Bravo
C Charlie D Delta
E Echo F Foxtrot
G Golf H Hotel
I India J Juliet
K Kilo L Lima
M Mike N November
O Oscar P Papa
Q Quebec R Romeo
S Sierra T Tango
U Uniform V Victor
W Whisky X X-ray
Y Yankee Z Zulu