Leading companies into the future

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I am Carolina Bullón,
Director of the Banking Unit

Banking

Specialization

Financial Expertise


MST Expert Knowledge specializes in omnichannel customer service services for the financial sector. Its strength is based on an expert banking team together with innovation in technology, essential to meet customer needs and generate better business results and excellent experiences. Our banking clients achieve the highest customer loyalty and trust ratios with greater efficiency and productivity to reduce costs.
Cumplimiento KPI’s Fulfilment of KPIs
Reducción de llamadas Reduction in call volumes
Innovación Innovation with IBM
Ahorro de costes Cost savings
Lídes en Customer experience Customer Experience

Our Solution

Commitment
We have been accompanying businesses in their evolution for more than 25 years. With commitment to SLA compliance and event reduction, major accounts have benefited from our solution.
Technology (Chatbots, VA)
We utilise the latest technology in Chatbots and Virtual Assistant, fundamental pillars of modern customer service. It allows a reduction of call volumes and improves the customer experience.
Knowledge Center
Our commissioning, support and education services centre for new technologies and automated channels. We reduce our clients’ call volumes, adapting the service in order to benefit our clients and generate cost savings.
Increasing service levels
With the objective of leading in terms of Customer Experience, alongside EQUOS, NSP and Stiga, as well as for increases in KPIs.
Quality
We utilise our own proprietary tools to manage both the quality of the service given and its perception by our customers: our ‘C3 Standard’, the eAlicia tool, and Speech Analytics solutions.
Multi-channel
The MST system allows us to offer services across multiple channels: telephone, email, SMS, social media, web forms, as well as Automated channels such as Chatbots and Natural Language IVR.
What includes?
Remote banking operations and technical
support – Electronics - Mobile
Twenty-four hour service
Telephone Banking
Customer Service
Knowledge Centre, Virtual Assistant management
Credit Card support