Active Reception for financial services

Online banking is by far the largest (and fastest growing) sector of e-business today, as some 44 percent of consumers regularly go online to pay bills, apply for loans and credit cards, research investments, and even trade stocks and bonds, by 2011, that number will grow to 76 percent*

Increase online Sales

Although in general Branch and ATM utilisation enjoy continued growth, the call centre and online channels represent significant expansion opportunities for the High Street Banks.
Deploying ActiveReception’s pro-active chat on certain areas of your site will create a new avenue to reach customers and increase online sales. ActiveReception is a permission based application-which gives the customers the option of accepting or declining the invitations, Research by Forrester Research indicates that almost 20% of visitors accept an invitation to chat and the ensuing conversion rate is 6 times greater than with self service

Reduce Costs


With more customers accessing their services from home, call centres have typically taken on more central roles in customer care. However, with phone calls being one-to-one in their nature, waiting times can often frustrate customers and the such operations are human capital intensive.

With ActiveReception, call centre staff and/or main stream banking staff can directly service the clients requests via their website at no cost to the client. A simple to use and SSL secured chat window can be opened by the customer when in need of an instant answer from support staff. When a chat is initiated, an operator is notified and can immediately handle the inquiry. However, unlike a telephone, using some of the advanced tools we have created, the operator is able to service multiple client inquiries simultaneously thus reducing the overall human capital required to deliver a given level of service.

To get ideas for other benefit areas, please go to the next page.

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