If there is one aspect of Law 10/2025 that will directly impact the day-to-day operations of customer service teams in the financial
Zero Sales During a Complaint: the Separation Required by the Customer Service Act in the Financial Sector
Imagine calling your bank to dispute a charge you do not recognize. You spend several minutes explaining the issue, the agent understands
Bots, IVR and the SAC Law: automation can no longer be the only customer service option
The financial sector has spent years investing heavily in the digitalisation of customer service: conversational bots, sophisticated IVR systems, self-service apps, and
The 3-Minute Limit on Customer Service Calls: What Your Financial Institution Needs to Know
Law 10/2025 on Customer Service sets a clear countdown for all financial institutions: they have until December 28, 2026, to adapt their
SAC Law in the Financial Sector: What Your Institution Needs to Know (and Do)
The Customer Service Law (SAC Law) is now a reality. And although many financial institutions have been hearing about it for months,
Calendar Figures: MST’s solution to optimize capacity in banking contact centers
Capacity management in banking contact centers is one of the most complex operational challenges in the financial sector. Demand is neither constant
The SAC Law in the Financial Sector: Understanding the Nuance That Changes Everything
The entry into force of the new Customer Service Law (SAC Law) has opened a new chapter in the relationship between companies
New Customer Service Law: how to adapt without losing operational efficiency
Keys to complying with the regulation while improving response times, experience, and cost control in the service model The new Customer Service
MST participates in the UNE Standardization Committee Working Group for the upcoming SAC Law Standard
The approval of the new Customer Service Law (SAC) is marking a turning point in how organizations manage their customer relationships. Beyond
The banking sector no longer debates whether to adopt Artificial Intelligence
The real challenge is doing it right and with the right partner For years, digital transformation in banking was approached as a