8 de September de 2025 - MST Holding Blog

Relocation Plan: This Is How We Care for International Talent at MST Holding

by Raquel8 de September de 202510 de September de 2025call center / NEWSLeave a Comment

At MST Holding, we firmly believe that talent knows no borders. And from the International Business Unit (IBU), we wanted to prove it with actions. Over the past year, we have launched one of the most ambitious and transformative projects of our international strategy: the Relocation Plan, an initiative designed to attract native talent from their countries of origin and ensure their full integration in Barcelona, supporting them from the very first moment with a comprehensive relocation program, carefully managed down to the smallest detail.

In an increasingly competitive and globalized environment, where multilingual and multicultural customer service has become a key advantage, having native professionals who understand not only the language but also the cultural nuances of their countries is essential to guarantee an excellent customer experience. But going beyond international recruitment and committing to a truly human approach to mobility has been the differentiating factor of this program.

What is the Relocation Plan?

The Relocation Plan is much more than an international hiring program. It is a comprehensive value proposition that enables MST Holding to attract, welcome, and integrate qualified international talent for our multilingual BPO services, based in Barcelona.

From the very first contact with the candidate, the goal is clear: build trust, provide guarantees, and offer a positive arrival experience that encourages stability and long-term commitment. To achieve this, the plan includes a set of practical and human measures that address the main barriers international professionals usually face when deciding to move to another country.

What does this program include?

The Relocation Plan has been designed to minimize uncertainty and facilitate every aspect of relocation and integration. Among its components are:

Flight ticket from the country of origin, managed directly by MST, to ensure a safe and comfortable arrival.
Guaranteed accommodation during the first months, in well-located, central rooms with good transport connections, making the first stage stress-free.
Intensive language course, focused on Spanish and Catalan if needed, enabling new talent to adapt confidently both at work and in daily life in the city.
Personalized assistance with administrative procedures: city registration, social security number, opening a bank account, health card… all those details that can feel overwhelming upon arriving in a new country.
Support from the HR and Corporate Culture team, providing guidance, emotional support, and active listening throughout the adaptation process.

In the words of one HR team member:
“We didn’t just want to hire someone for a position. We wanted to accompany a person through an important stage in their life, with sensitivity and closeness. That’s what makes the difference.”

Why do we do it?

In a context where international mobility has accelerated but also faces many challenges, the Relocation Plan is based on three key convictions we share as a unit and as a company:

1. Because well-being matters
We know that one of the main reasons many foreign professionals abandon their projects abroad is due to emotional and logistical factors: the stress of moving, lack of a social network, housing difficulties, or financial insecurity in the first months.
Our program aims to reduce that negative impact, supporting people through their adaptation and offering a stable environment in their first steps. We believe that when personal well-being is cared for, professional performance flourishes.

2. Because we want a complete employee experience
Our vision of talent goes beyond technical skills. We are committed to creating an employee experience in which each person feels valued, respected, and part of something bigger.
The Relocation Plan reflects this philosophy: we care about keeping our professionals motivated, comfortable, and excited. We want them to see MST as a place where they can grow and develop.

3. Because Barcelona is an opportunity… if managed well
Barcelona is a multicultural, vibrant, and attractive city. But it can also be a challenge for those arriving without a support network or local knowledge. With the Relocation Plan, we aim to turn that opportunity into a sustainable reality, helping talent put down roots and find their place in this unique city.

Initial results: Numbers that speak for themselves

The Relocation Plan was launched as a pilot in mid-last year, and since then, the results have been more than positive:

Recruitment of native talent from France, Italy, Germany, and the Netherlands, for multichannel customer service projects for international clients across various sectors.
High satisfaction rates among participating employees, who especially value the human support received and the sense of security during their first months.
A retention rate that far exceeds the market average for international profiles, reinforcing our commitment to well-managed integration.
Strengthening of MST’s international employer brand, consolidating our position as an attractive company committed to global talent.

A strategic commitment aligned with our values

The Relocation Plan is not a one-off gesture or a marketing move. It is a strategic commitment aligned with our company values: people orientation, commitment to quality, and an international outlook.

It strengthens our ability to offer high-quality native services, improves our clients’ experience, and projects the image of an innovative, sensitive, and global company.

Moreover, this initiative perfectly aligns with current labor market trends: more and more professionals value not only salary or working conditions, but also the support they receive, company culture, and work-life balance. In this sense, MST Holding makes the difference.

And now… what’s next?

The Relocation Plan is here to stay, and in the coming months we will continue working to expand, enrich, and adapt it to new profiles and nationalities. We want to keep building a strong, cohesive, and committed international community that reflects the richness and diversity of our environment.

From the IBU, we would like to thank all the areas involved—HR, Training, IT, Legal, Corporate Culture, and of course, the operational teams—that have made this initiative a reality. Working together, we are building a truly global talent experience, with our heart rooted in the local.

www.mstholding.com

Gamification in Action: How MST Holding Turns Motivation into Results

by Raquel8 de September de 20258 de September de 2025call center / NEWS / NEWSLeave a Comment

At MST Holding, innovation goes beyond technology or processes. It’s also present on every floor, in every team, and in every action. With a well-established vision as leaders in BPO and contact center services, we are committed to original and effective ways of improving performance, boosting motivation, and strengthening a culture of commitment. One of our latest initiatives clearly demonstrates this: the gamification of our Madrid site, a strategic boost to energize sales and enhance team motivation.

Motivating Elements: Dynamism and Recognition in Everyday Work
As part of this commitment, we have integrated playful and motivational initiatives that combine immediate recognition and dynamism to enrich the workplace atmosphere. Through small symbolic actions, we reinforce emotional connection to goals, pride in a job well done, and team spirit.

These dynamics ensure that every individual achievement turns into a shared celebration, encouraging active participation and creating a more positive, success-oriented environment.

What Is Gamification and Why Does It Work?
At MST Holding, we understand gamification as the application of game mechanics in professional environments, with the aim of boosting motivation, commitment, and performance. It is an emotional management tool that translates goals and KPIs into challenges, dynamics, and visible achievements. The result is an environment where routine becomes stimulation and where every milestone is proudly celebrated.

Especially in sales, commercial support, and telemarketing services, this approach has a direct impact on results. Introducing playful elements that promote immediate recognition activates the dopamine of achievement, fosters healthy competition, and improves team morale. Most importantly, it increases performance without the need for external pressure. Motivation comes from within.

Madrid: A Site that Inspires and Innovates
Our Madrid operations center is an example of MST Holding’s growth and consolidation in Spain. It is a modern, functional space designed to maximize the employee experience. Incorporating gamification dynamics into this environment is consistent with our vision of leadership in the sector: we take care of people so they can take care of customers.

In a competitive contact center context, where every call counts, we know that emotions make the difference. That’s why we’ve chosen this simple but powerful dynamic that turns the workplace into a motivating experience and delivers real business impact.

First Results: A More Positive Atmosphere, Better Numbers
Since implementing these dynamics at our Madrid site, we have observed several positive effects:

Greater team energy.
Increased conversion indicators.
Improved work climate.
Reduced stress and stronger team spirit.

And although quantitative results are important, what we value most is the change in attitude. Symbolic celebrations have become shared moments, strengthening trust, belonging, and pride in being part of a winning team.

A Tool Aligned with Our Values
This initiative reflects the values that define MST Holding: innovation, excellence, commitment, and humanity. We believe in technologies that improve processes, but also in ideas that improve people. And this initiative is a clear proof of how emotional and operational aspects can work together to achieve sustainable results.

Moreover, gamification helps retain talent, reduces absenteeism, strengthens employer branding, and reinforces the connection between teams and goals. Ultimately, it’s not just about selling more, but about selling better and with greater motivation.

Next Steps: Scaling What Works
The success of this initiative in Madrid encourages us to extend this practice to other sites and projects. Each center has its own culture and particularities, so we will adapt the proposal to the specific needs of each client and service. The goal is clear: to create gamified environments where people enjoy working and feel recognized for their daily effort.

We are already working on new ways to integrate both digital and in-person gamification elements, with leaderboards, visible goal boards, collaborative challenges, and real-time positive reinforcement dynamics.

Celebrating Drives, Motivation Transforms
At MST Holding, we believe in motivation based on recognition, participation, and enthusiasm. The introduction of motivational dynamics at our Madrid site is not an anecdote: it’s a strategy. A way of connecting results with emotions, aligning performance with satisfaction, and proving that taking care of the team is the best way to take care of the business.

Because every time a success is celebrated at MST Holding, it’s not just a sale that is recognized: it’s the power of people, the strength of the team, and the value of a culture that embraces motivation as the driving force of transformation.

www.mstholding.com

BBU prepares for the integration of EVO Banco into Bankinter with intensive training for more than 100 agents

by Raquel8 de September de 20258 de September de 2025Sin categoríaLeave a Comment

A strategic step towards technological consolidation in the banking sector, led by MST Holding

The Banking Business Unit (BBU) of MST Holding has reached a new milestone that reaffirms our commitment to operational excellence and the digital transformation of our partners in the financial sector. During June, BBU launched an intensive three-week training plan to prepare our team for the technological integration of EVO Banco into Bankinter’s environment. This operational merger, successfully completed on Saturday, July 12, marks an important step in the technological convergence strategy of both banks, and MST Holding has been present throughout the process.

What does this integration mean?
EVO Banco, part of the Bankinter Group since 2019, had been operating with independent technological systems until now. With this integration, the bank completes its transformation to operate entirely on Bankinter’s technological platform, aligning processes, channels, and tools across all customer touchpoints.

At MST Holding, and specifically within our Banking Business Unit, we played an active role in this process, supporting our client with a training and operational rollout designed to ensure service continuity and provide smooth, high-quality customer care during a particularly sensitive time for users.

Intensive training: more than 100 agents prepared
In June, our training team, working alongside operations, quality, and technology managers, implemented a specific three-week training program for over 100 agents, who now make up the special customer service team for this new stage.

This training covered multiple areas:

Onboarding EVO customers
Understanding new operational flows: how processes are managed after the migration of data and systems.
Integration of technological tools: adaptation to Bankinter’s core banking system, with special focus on navigation in shared environments.
Incident management: expected cases and protocols for the first days after integration, designed for quick and empathetic resolution.
Customer experience: key guidelines to maintain clear, empathetic communication aligned with the values of both EVO and Bankinter during customer adaptation.

As part of this launch, we promoted 10 internal coordinators, reinforcing our commitment to leveraging the talent and experience of our team to lead this new operational phase.

The result was meticulous preparation that equips our team with the knowledge and confidence needed to handle this new stage with the assurance that customers require.

Teamwork and cross-departmental coordination
The key to the success of this process was, without a doubt, collaboration across departments. Once again, BBU has demonstrated our ability to work transversally, aligning teams from:

Training and Quality, who designed materials and sessions tailored to team profiles.
Supervision and Coordination, who monitored training progress and strategically scheduled shifts for integration weekend.
IT and Technical Support, who facilitated the transition to new tools and ensured a stable work environment.
Human Resources and Recruitment, who provided the reinforcements needed to meet deadlines and objectives.

All of this under the leadership of the BBU team, acting as a bridge between client needs, process requirements, and MST Holding’s operational capacity.

The big day: July 12, technological integration
On Saturday, July 12, the definitive integration of EVO Banco into Bankinter’s systems took place. From midnight and throughout the day, our team remained on alert to support the transition, monitor system performance, and assist customers with any issues.

Most of the team also worked on Saturday and Sunday, demonstrating exemplary commitment and collective effort—key factors in the success of the project.

Thanks to early planning, intensive training, the promotion of new internal leaders, and team dedication, the volume of incidents matched expectations and operations remained stable. This success was no accident: it was the result of weeks of preparation, commitment, and coordination.

Highlights include:

Activation of the contingency plan, available and operational from the start.
On-site and remote training reinforcements throughout Saturday, supporting agents in real operations.
Quick team adaptation to new scripts and guidelines, particularly for users noticing changes in access, products, or features.

What comes next
Following the success of this integration, we now move into a post-implementation monitoring phase, during which we will continue to track service performance, gather feedback from both customers and staff, and adjust processes where needed.

At BBU, we are already working on reinforcement sessions and continuous improvement plans to consolidate learnings and maintain support in the coming months.

Moreover, this experience positions us strategically as a reference partner for technological integration and digital transformation processes in the banking sector. More and more clients rely on us not only for customer service but also to accompany them through critical moments like this.

In summary
The integration of EVO Banco into Bankinter has been a milestone for our client but also for us as BBU and as part of MST Holding. More than 100 agents trained in three weeks, ten coordinators promoted, flawless technical and operational deployment, and—above all—the proof that when we work together, even through entire weekends, we achieve great things.

We want to thank the entire team involved—those who worked on the frontlines and behind the scenes, those who trained, coordinated, supervised, and answered calls with commitment and excellence. This victory is yours too!

www.mstholding.com

eHereditas: Efficiency and Sensitivity in Testamentary Management from the Banking Business Unit of MST Holding

by Raquel8 de September de 20258 de September de 2025Sin categoríaLeave a Comment

In the daily operations of financial institutions, few processes combine as much legal, emotional, and operational weight as inheritance management. Testamentary processing represents a real challenge for banks: it requires legal precision, sensitivity when dealing with beneficiaries, and exhaustive coordination across multiple areas. That’s why, from the Banking Business Innovation unit at MST Holding, we have developed eHereditas, a module within our BBI (Business Banking Innovation) platform, designed to radically transform inheritance management within the banking ecosystem.

What is eHereditas?

eHereditas is one of the flagship modules of BBI, our modular solution aimed at modernizing key banking sector processes. This component has been designed to tackle one of the most complex procedures in any institution’s operations: inheritance and testament management.

Its objective is clear: to turn a cumbersome, fragmented, and costly process into a structured, agile, traceable, and respectful experience.
At such a delicate moment for clients—the loss of a loved one—the bank must balance its role as a legal actor with its responsibility as a close and human institution. eHereditas was created precisely to make that balance possible.

The challenges of traditional testamentary management

Banks face multiple difficulties when handling inheritances:

Manual and bureaucratic processes, with hundreds of documents to review and validate.
Lack of coordination between legal, asset, and customer service departments.
Risk of errors or duplications, which may lead to claims or penalties.
Excessive processing times, straining the relationship with heirs.
Lack of communication sensitivity, which can generate a negative experience for families.

Against this reality, eHereditas proposes a technological solution that automates, organizes, and humanizes.

Key features of eHereditas

1. Automation of document reception and validation
The process begins with the collection of the documentation needed to initiate inheritance proceedings. eHereditas integrates OCR (Optical Character Recognition) technology to digitize and classify documents, as well as automatic validation rule engines that detect inconsistencies or missing data from the very start.

This allows:

A drastic reduction in human errors.
Faster case file reviews.
Automatic generation of pending document lists.
Easier traceability from the beginning of the process.

2. Integrated legal assistance
eHereditas is more than just an operational tool. It also integrates a legal assistance system to guide internal bank users through every step of the process. It includes:

Customizable legal templates.
Compliance checklists by jurisdiction.
Access to remote legal advisory services (optional).
Dynamic rules that adapt the process to different inheritance scenarios (with/without will, multiple heirs, foreign assets, etc.).

This enables banking teams to act with greater legal certainty and confidence, reducing the risks of legal mistakes or future disputes.

3. Clear and multichannel communication with beneficiaries
In a context as delicate as inheritance, communication with heirs is essential. eHereditas enables a respectful, smooth communication channel tailored to client preferences:

Automatic notifications via email, SMS, and web.
Access to a secure heir portal where documents can be uploaded, case status tracked, and questions asked.
Option to activate video call sessions with specialized managers.
An auditable, recorded interaction history.

This approach radically improves the end-user experience, offering closeness, transparency, and trust.

4. Agile and traceable asset liquidation
One of the most critical stages of testamentary processing is asset liquidation. eHereditas allows banks to:

Automatically identify and consolidate the deceased’s assets within the institution.
Establish distribution plans according to the will or applicable legislation.
Execute liquidations with full traceability and reporting.
Coordinate with notaries, lawyers, or other stakeholders.

What once took weeks or months can now be significantly shortened without losing legal rigor or operational control.

Technology, sensitivity, and efficiency: the hallmark of MST Holding

eHereditas is a clear example of MST Holding’s approach: combining advanced technology with a deep understanding of financial sector processes. Our BBI platform doesn’t just digitize tasks—it transforms complex workflows into modern, agile, and human-centered experiences.

This module reflects three principles that guide our Banking Business Innovation:

Technology with purpose: We automate only where it adds real value, maintaining the human touch where necessary, and allowing clients to know at all times which stage their case is in. Both heirs and bank branches can, with a single click, check the process status.
Human-centric focus: We understand that every interaction, especially in sensitive processes such as inheritance, must be handled with the utmost care.
Operational excellence: We design workflows that cut costs, shorten processing times, and improve traceability and compliance.

Real impact: from bottleneck to opportunity for improvement

The first implementations of eHereditas in national banks and savings banks have demonstrated its potential:

60% reduction in processing times.
70% decrease in document-related errors.
Significant increase in heir satisfaction.
Reduced workload for legal and administrative departments.

Furthermore, by turning a traditionally cumbersome process into a structured and efficient experience, banks improve their reputation and strengthen client relationships during a key moment in their lives.

A new standard in testamentary management

With eHereditas, MST Holding proposes a new paradigm for inheritance management in banking: one where operational efficiency, regulatory compliance, and human sensitivity coexist in harmony.

This module is part of our BBI’s commitment to responsible banking innovation. We know that digital transformation in banking is not just about speed or cost reduction, but also about putting people at the center of change.

From now on, inheritance management no longer has to be a traumatic process—neither for clients nor for financial institutions. With eHereditas, MST Holding has developed a solution that brings order, efficiency, sensitivity, and control to one of banking’s most complex procedures. As part of our BBI platform, it represents our commitment to a more modern, more human, and more client-connected banking model.

eHereditas transforms a challenge into an opportunity for excellent service.
Because even in difficult times, the bank can make a difference.
And at MST Holding, we are here to make it possible.