Category: call center

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

by Raquelcall center / NEWSLeave a Comment on Relocation Plan: This Is How We Care for International Talent at MST Holding

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 Raquelcall center / NEWS / NEWSLeave a Comment on Gamification in Action: How MST Holding Turns Motivation into Results

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

Platinum Award 2025: European Recognition for MST Holding’s Multilingual Technical Support Service

by Raquelcall center / NEWS / NEWSLeave a Comment on Platinum Award 2025: European Recognition for MST Holding’s Multilingual Technical Support Service

As part of our ongoing commitment to customer experience excellence, the International Business Unit (IBU) at MST Holding is proud to celebrate the outstanding results achieved in the Customer Service project for Brother — a strategic collaboration that has evolved remarkably over the last few years. Through an omnichannel approach, a multicultural team, and a results-oriented methodology, we have built a first-class support model that delivers technical assistance to users across Europe.

This joint effort has received international recognition. In 2024, we were awarded the Bronze Award at the European Contact Centre & Customer Service Awards (ECCCSA) in the category of “Most Effective Strategic Transformation” for our work with Brother. More recently, in 2025, we received the Platinum Customer Experience Award from Contact Center Hub in the category of Best Customer Experience in Professional Services, again for our service to Brother. This double recognition reaffirms the transformative impact of our model and fuels our commitment to excellence, innovation, and continuous improvement.

A High-Complexity, High-Value European Service

The Brother service stands out not only for its scope, but for the quality and sophistication of the support model implemented. It is a top-tier technical Help Desk, providing coverage to 15 European countries in 11 languages, operated by a team of over 100 specialized agents. This human and technological deployment enables us to respond to the needs of a diverse, demanding, and constantly evolving customer base, ensuring personalized, effective service aligned with Brother’s brand values.

At MST Holding, we have designed this service with a modular and scalable structure, ensuring operational agility and adaptability in the face of different contexts and demand peaks across Europe.

A Meaningful Evolution: From Continuous Improvement to Transformation

Over the last three years, the service has undergone a profound transformation, not only at the operational level, but also strategically. This change has been crucial in achieving the level of excellence recognized by the Platinum Award — which celebrates not just a good service, but a transformative and exemplary customer experience model at a European scale.

One of the clearest indicators of this progress is the improvement in the Customer Satisfaction Score (CSAT) across both voice and digital channels.

Voice Channel: Reinforcing Proximity and Effectiveness

The telephone remains one of the main contact channels, especially for cases requiring more detailed or personal interaction. In this area, we have successfully increased CSAT from 75% to 90%, a leap that reflects both the professionalism of our agents and the efficiency of our processes.

This improvement has been made possible through continuous training, standardization of best practices, and the implementation of real-time quality analysis tools. Our goal has always been to ensure that every call results in a satisfying, effective experience.

Digital Channels: Giving Voice to Brother’s Digital Strategy

One of the most significant evolutions has taken place in the digital environment. The integration of channels such as chat and WhatsApp has brought the brand even closer to its users, aligning with current communication habits and enabling faster, more accessible support.

In this area, CSAT has experienced exponential growth — rising from 5% to 55% in just three years. This improvement not only highlights the channel’s optimization, but also reflects the cultural shift we have promoted: turning the Help Desk into a proactive, digitally-driven tool capable of delivering added value with immediacy. This innovation has undoubtedly been a key factor in receiving the sector’s most prestigious national and European awards.

Email Channel: Lower Volume, Higher Efficiency

Alongside the growth of digital channels, we’ve worked to reduce dependency on email, traditionally a slower and less interactive option. Through a strategy focused on efficiency and redirecting communication flows, we have significantly lowered the number of technical inquiries received via email.

This was achieved through improvements in the Email Management System (EMS) and proactive awareness campaigns targeting users to encourage the use of chat and WhatsApp as primary contact channels. The result: greater operational efficiency and shorter response times — two critical factors in enhancing customer satisfaction.

Smart Processes for High-Performance Support

Beyond the channels themselves, one of the most important achievements has been the optimization of internal processes, with a particular focus on reducing escalations and increasing first-contact resolution.

Escalation Rate Reduction: From 8% to 0.5%

One of the most telling metrics is the drop in the information escalation rate, which fell from 8% to a historic low of 0.5%. This means that 99.5% of inquiries are resolved by the first-level support team, without needing to escalate to higher tiers.

This milestone was made possible by implementing intelligent procedures and strengthening the first-level team — equipping them with new tools, documentation, and capabilities that enable them to handle more complex cases without compromising quality or response time.

First Call Resolution (FCR): 90% Success Rate

Another key performance indicator is the First Call Resolution (FCR) rate, which now stands at 90%. That means nine out of ten issues are resolved during the first interaction, reducing operational costs while directly boosting customer satisfaction.

This success is the result of a combination of factors: well-trained agents, standardized processes, accessible information systems, and a clear orientation towards resolution from the very first moment.

Commitment to Quality: Monthly Audit and Consulting

To maintain this high level of performance, the service undergoes monthly external audits carried out by Consulting C3, MST Holding’s specialized consulting division. These audits deeply analyze key indicators, interaction quality, and adherence to established procedures.

The results leave no doubt: the service has consistently scored above 91% in overall quality, a standard that reflects the project’s maturity and its alignment with the highest industry demands.

A Success Story Driving the IBU Model

The Brother Customer Service project is now a benchmark within the International Business Unit’s operational model — not only for its geographical scope or volume, but as a living example of how talent, technology, and process excellence can combine to create memorable experiences in complex, multilingual environments.

At IBU, we remain firmly committed to continuous innovation, active customer listening, and operational excellence as the core of everything we do. The Platinum Awards we received in 2025 — both at the European and national levels — are not just accolades. They are powerful validation of the journey we’ve taken with Brother: a multichannel, multicultural, and multilingual support model that has rightfully become a European benchmark for customer experience excellence.

www.mstholding.com

AI Sales Assistant: A Strategic Tool We Use at MST Holding to Boost Commercial Effectiveness

by Raquelcall center / NEWS / NEWSLeave a Comment on AI Sales Assistant: A Strategic Tool We Use at MST Holding to Boost Commercial Effectiveness

At MST Holding, we’ve spent years committed to innovation in customer service and sales. One of the tools that’s now part of our daily operations is our AI-based Sales Assistant. This solution is not just a simple chatbot — it’s an intelligent virtual agent, designed to work side by side with our human teams, increasing their efficiency and enhancing their ability to successfully close sales.

What is it and how does it work?

Unlike traditional assistants, our Sales Assistant is fast, autonomous, proactive, and operates 24/7 within our protected environments. It integrates seamlessly with our BPO (Business Process Outsourcing) services and acts as a truly expert companion, always available to assist agents in real time, without the need for manual intervention.

In an environment like MST Holding, where we manage large volumes of multichannel interactions across industries such as telecommunications, food, HVAC, banking, or tourism, having this tool enables us to deliver immediate added value to our clients.

How we use it in our daily operations

Imagine one of our sales agents accesses the ticketing system. In that exact moment, the Sales Assistant analyzes the customer’s history, interprets their profile, and triggers an automated, proactive, and intelligent conversation. In just seconds, it:

  • Launches relevant questions based on the customer’s context.
  • Suggests products or services aligned with the detected profile and behavior.
  • Evaluates the user’s level of interest or purchase intent.
  • Automatically generates personalized emails when it detects an opportunity.
  • Organizes and records all information in real time.
  • And most importantly, supports the agent like a second brain, offering speed and accuracy.

All this happens seamlessly, without interruptions or reliance on external services — a crucial factor for ensuring confidentiality in all our processes.

Secure infrastructure, total control

At MST Holding, security and regulatory compliance are top priorities. That’s why the Sales Assistant we integrate into our services runs 100% on-premise — within our own technological infrastructure. We don’t use cloud-based solutions or outsource business intelligence to third parties.

This ensures:

  • Full protection of our clients’ and users’ data.
  • Compliance with the most stringent regulations, such as GDPR.
  • Complete control over processes and their evolution.
  • Technological autonomy, avoiding external dependencies.

Benefits we’re already applying to our projects

From day one, our partners notice significant improvements in their results. Some of the key benefits we’re achieving with this solution at MST Holding include:

  • Drastic reduction in response times during sales and service processes.
  • Enhanced customer experience through more relevant and seamless interactions.
  • Increased conversion rates by offering the right product at the right time.
  • Continuous support for agents, who feel empowered, not replaced.
  • Effortless analysis and tracking capabilities, turning every interaction into a business opportunity.

Additionally, it enables us to maintain consistent service quality even during high-demand periods or when working with distributed teams — an essential factor for the multilingual and international projects we manage from our hubs in Barcelona, Madrid, and Porto.

Transforming Sales Without Replacing Humans

At MST Holding, we firmly believe in the value of people. That’s why our Sales Assistant doesn’t replace our teams — it empowers them. It automates repetitive or mechanical tasks so that human talent can focus on what truly matters: connecting, convincing, and closing the sale.

This digital assistant is already a reality in many of our services and has proven to be a strategic ally for boosting productivity without losing the human touch that defines us.

The Future Is Already Here — And We’re Building It at MST Holding

In an increasingly competitive and automated industry, MST Holding is committed to technologies that add value — tools that bring intelligence and agility, turning data into decisions. Our AI Sales Assistant is a clear example of how we combine innovation, experience, and customer focus to deliver high-value solutions.

Because it’s not just about responding — it’s about anticipating, guiding, and closing successfully.

www.mstholding.com

The Power of a Call: The Business Generation Service That Transforms Educational Lead Conversion

by Raquelcall center / NEWSLeave a Comment on The Power of a Call: The Business Generation Service That Transforms Educational Lead Conversion

In an environment where capturing the attention of new profiles is increasingly complex, educational institutions need effective strategies that allow them to connect with their target audience in a direct, professional, and personalized way. In this context, a prominent institution in the education sector has entrusted MST Holding to outsource its business generation service through proactive calls to qualified leads.

This project, in operation since 2022, represents a successful model in managing telephone contact campaigns, designed to drive student acquisition and strengthen the institution’s presence in strategic markets.

A Strategy Focused on Human Contact

MST Holding’s working model is based on a fundamental premise: every call is an opportunity to create a meaningful connection. For this reason, beyond simply making calls, the service is structured around three key pillars:

  1. Structured Call Emission: MST Holding agents contact previously qualified leads, validate their data, identify their needs, and offer personalized information about educational programs. The goal is not just to share information, but to generate genuine interest and guide the candidate in their decision-making process.
  2. Tailored and Personalized Communication: Each phone contact is adapted to the candidate’s profile, taking into account their background, interests, and location. Agents receive specific training on the institution’s programs, enabling them to conduct informed and empathetic conversations.
  3. Effective Informational Support: In addition to presenting the academic offering, agents also help resolve common doubts about admissions processes, required documentation, prerequisites, or deadlines. This support role helps build trust and enhances the institution’s overall image.

Key Metrics That Validate the Service’s Success

Since its launch in 2022, the business generation service has proven to be a strategic resource for the educational institution. The results obtained from the various campaigns reflect the effectiveness of the applied methodology. The following averages summarize the service’s performance from 2022 to the present:

  • Calls Made: An average of 50,471 calls have been made, demonstrating the operational capacity and reach of the service across various stages of the recruitment cycle.
  • People Contacted: An average of 12,281 individuals were successfully contacted, indicating a strong positive contact rate and a solid base of active leads.
  • Useful Contacts: 28.07% of contacts proved to be useful — meaning they resulted in genuine interest or progressed the information or follow-up process.
  • Average Interview Conversion Rate: Since the start of the service, an average of 10.7% of contacted individuals scheduled interviews — a clear indicator of the telephone channel’s effectiveness as a direct conversion tool.

A Human Team with a Relational Focus

For a service of this nature, success largely depends on the quality of the human team. The agents managing the calls not only master telephone communication techniques but also understand the value of active listening, empathy, and message personalization.

Each team member undergoes initial specific training on the educational institution, its academic offerings, and its unique value proposition. This preparation ensures that every phone interaction aligns with the institution’s brand and messaging.

Moreover, the agents are bilingual and fully capable of communicating in English — a key skill given that the leads come not only from Spain but also from Europe, the Americas, Africa, Asia, and Oceania. This linguistic competence enables a truly international service, ensuring effective, friendly, and personalized attention without language barriers.

Agents work with dynamic scripts adapted to each lead’s profile and use management tools that facilitate follow-up, note-taking, and conversation traceability.

Operational Flexibility and Adaptability

One of the most valued aspects of this service is its ability to adapt to the institution’s pace and priorities. The operation can be scaled based on the academic calendar, new program launches, or campaigns targeted at specific geographic regions.

Call planning is tailored to optimal time slots, using historical data and availability analysis of the leads. This smart segmentation improves contact rates and maximizes the value of each working day.

In addition, MST Holding’s operational model allows for real-time adjustments — whether in the script, commercial approach, or key messaging — ensuring alignment with the institution’s strategic direction at all times.

Close Coordination and Long-Term Vision

The success of the service also relies on the strong trust-based relationship established between the educational institution and MST Holding. Since the project began, both teams have worked in close coordination, sharing data, adjusting strategies, and evaluating results continuously.

This collaboration has fostered the implementation of ongoing improvements, the identification of best practices, and the consolidation of a model that goes beyond simply making calls — it acts as a true business generation engine.

Experience shows that outsourcing this kind of service — when done with a trusted partner and strategic vision — allows institutions to focus on their core academic functions without losing effectiveness in lead conversion.

A Commitment to Value Creation

At MST Holding, we believe that business generation is not simply about reaching a specific call volume. It’s about establishing quality connections, bringing value to every interaction, and generating real growth opportunities for our clients.

The service developed for this leading educational institution is a clear example of how the telephone channel, when managed professionally and results-driven, continues to be a powerful tool for attracting talent, streamlining admissions processes, and strengthening institutional reputation.

After more than two years in operation, the numbers speak for themselves. And most importantly: the model is scalable, flexible, and designed to evolve. Because every call matters. And at MST Holding, we know how to make every single one count.

www.mstholding.com

MST Holding Shines at the 16th Edition of the Platinum Customer Experience Awards with Two Trophies and a Night to Remember

by Raquelcall center / NEWS / NEWSLeave a Comment on MST Holding Shines at the 16th Edition of the Platinum Customer Experience Awards with Two Trophies and a Night to Remember

The 16th edition of the Platinum Customer Experience Awards turned into a magical evening for MST Holding, a company that has spent over three decades transforming customer service with a clear vision: putting people at the center. This year, the company was honored with two major awards:

• 🥇 Best Contact Center of the Year
• 🥇 Best Customer Experience in Professional Services, for its service to Brother International Europe Ltd

In addition, MST Holding participated as a Gold Sponsor of the event, reaffirming its commitment to supporting the industry and recognizing talent.

An Award that Celebrates an Exceptional Journey

Receiving the title of Best Contact Center of the Year was a moment of collective pride. The announcement was met with an emotional reaction that is hard to put into words. As MST’s leadership explains, this recognition was experienced as a reward for ongoing hard work, daily dedication, and a unique way of understanding customer relationships.

“It was a very special moment, filled with gratitude and appreciation for the collective effort we’ve been putting in for years,” the company shared.
“This award carries an additional meaning: we are one of the few remaining contact center companies that are 100% Spanish-owned. It was founded by Pedro Barceló Julià with a clear vision that we continue to pursue today—placing people at the heart of the service.”

Today, with over 1,500 professionals and international presence, MST Holding has become a hub for multichannel and multilingual BPO services, all while maintaining the family-oriented essence with which it began.

A Journey Fueled by Innovation and Values

MST Holding’s success is no accident—it’s the result of a strategic journey marked by constant evolution. From its beginnings as a small call center, the company has consistently invested in digital transformation, operational quality, and most importantly, in building a strong organizational culture guided by values such as closeness, excellence, and sustainability.

“Yes, we’ve invested in technology,” management notes, “but never at the expense of people.”
“The well-being of our team and the care for our customers have always been top priorities. We believe this consistency has been key to our success.”

This balance between technology and humanity was one of the standout elements that the Platinum Customer Experience Awards valued most when recognizing MST Holding.

Excellence in Professional Services: The Brother Case

The second award—Best Customer Experience in Professional Services—was given for MST’s collaboration with Brother International Europe Ltd, a partnership that represents excellence in service management for major international brands.

This award highlights MST’s ability to personalize each solution, adapt to the highest standards, and build long-lasting, trusted client relationships. In the specific case of Brother, results were outstanding in terms of both customer satisfaction and operational efficiency.

Technology, Personalization, and Talent: The MST Model

In an increasingly demanding and competitive environment, what sets MST Holding apart is not just its experience but its approach. As the leadership team explains, the company’s success lies in its ability to “combine technology and humanity in a balanced and effective way.”

Its services are built on three fundamental pillars:

  1. Industry Expertise: with specific solutions for sectors such as banking, telecommunications, tourism, food, automotive, insurance, utilities, and IT.
  2. Agile, Results-Oriented Methodologies: enabling constant adaptation to clients’ goals and needs.
  3. Team Talent and Commitment: where employee well-being, training, and professional development are a top priority.

“People have always been MST’s true driving force. Promoting their well-being and growth has been a constant since day one,” they emphasize.
“This award also acknowledges that: our way of working with respect, empathy, and excellence.”

An Inspiring Future

The awards received at this year’s Platinum Customer Experience Awards are not an endpoint but a launchpad for continued progress. In the team’s words:

“We celebrate this knowing that it’s not the end, but the beginning of a new chapter that motivates us to keep improving, innovating, and growing.”

The company is already working on new service lines, integrating technologies such as artificial intelligence, intelligent process automation, and real-time orchestration workflows—all with the goal of further enhancing customer experience and team performance.

Gratitude and a Shared Vision

MST Holding wanted to mark this milestone with a heartfelt message of thanks:

“Thank you to the entire MST team and to everyone who places their trust in us each day. This recognition belongs to each and every one of the professionals who give their best to transform the customer experience. This is only the beginning!”

With a solid identity, a clear vision, and a company culture focused on talent, MST Holding is cementing its status as a major reference in the sector. Its role as an event sponsor also underscores its commitment to the future of the industry and its active contribution to the growth of the CX ecosystem.

About MST Holding

MST Holding is a leading business group in BPO solutions, multichannel and multilingual customer service, telesales, customer loyalty, technical support, and back-office services. With over 30 years of experience, it has evolved into an international benchmark while preserving its family roots and dedication to human and technological development. Its unique approach is based on personalization, constant innovation, and a strong commitment to people.

www.mstholding.com

MST Holding Officially Launches Its New BBI Unit at an Exclusive Event in Madrid

by Raquelcall center / NEWSLeave a Comment on MST Holding Officially Launches Its New BBI Unit at an Exclusive Event in Madrid

In an event carefully designed to combine strategy, closeness, and forward-thinking vision, MST Holding officially presented its new business unit, BBI (Business Banking Innovation), on May 28 in Madrid.

The event took place at the Club Financiero Génova and brought together prominent representatives from the financial world, digital transformation experts, executive profiles, and specialized media. A dynamic format, blending an executive lunch with a networking session on the terrace of this iconic Madrid venue, provided the perfect setting to introduce this new business proposal, designed to lead innovation in the banking sector.

BBI: The Future of Banking Is Already Here

The BBI unit was created in response to the financial sector’s urgent need for modernization, with a focus on technology, efficiency, and customer experience. Led by Javier Sáez, a professional with over 20 years of experience in commercial banking and financial management, BBI positions itself as a key strategic partner to support banks in their digital transformation journey.

During the lunch, Pedro Barceló, President of MST Holding, welcomed attendees and shared a clear vision:
“Through our banking innovation unit, we combine strategic and technological vision with in-depth banking expertise, supporting financial institutions in their transformation journey, maximizing results and improving customer relationships.”

Javier Sáez then detailed the foundation on which BBI is built. He emphasized the importance of automating traditionally slow and costly internal processes and introducing digital solutions that enable faster decision-making, real-time data access, and a customer-centric perspective. According to Sáez, success in today’s banking environment lies in combining deep sector knowledge with the technological agility to respond immediately.

Technology Applied to Tangible Results

Throughout the event, BBI’s three main pillars were presented—a methodology based on the foundational elements that set this unit apart:

  1. Pre-implementation banking consultancy:
    We have a specialized consulting team that conducts an in-depth analysis before deploying our services. This assessment takes into account the institution’s strategy, needs, policies, and environment to tailor our approach to their specific context—whether in the front office or back office.
  2. Proprietary technology developed for banking:
    We offer internally developed tech solutions specifically created for the banking sector. These tools help optimize processes without relying on external vendors, integrating seamlessly with the client’s existing systems, environments, and workflows without disrupting their ecosystem.
  3. Certified managers:
    Optimization and innovation processes are executed by a team of certified professionals with experience in banking and insurance. Their certifications ensure scalable traceability and end-to-end management of all agreed-upon processes.

Several tools already included in the BBI portfolio were also showcased, such as:

  • Optima360, for intelligent management of oversized portfolios.
  • BBI Connect, for multichannel management of commercial campaigns.
  • eHereditas, for automated and efficient inheritance management.
  • SwiftBankOps, for maximizing profitability by optimizing administrative tasks.

Unlike standardized offerings, BBI focuses on configurable, modular, and easily integrable solutions that can scale according to the client’s digital maturity.

A Space for Conversation and Collaboration

After the official part of the event, guests enjoyed a networking session on the Club Financiero’s terrace—a relaxed setting that sparked key conversations about the future of the sector. The casual atmosphere and proximity between executive profiles fostered an ideal environment for exchanging ideas, experiences, and strategic visions.

Discussions centered on topics such as artificial intelligence in banking, new customer-institution relationship models, and the need to streamline regulatory processes. There was also a shared reflection on the importance of having technological partners capable of providing quick solutions to everyday challenges.

This informal space not only helped strengthen connections among attendees but also reinforced BBI’s positioning as a community-driven initiative: a unit that doesn’t just provide services, but listens, shares, and evolves alongside its clients.

A New Chapter for MST Holding

With the launch of BBI, MST Holding takes a significant step forward in solidifying its leadership in innovation within the BPO and digital transformation sectors. This new unit joins an already well-established service ecosystem, expanding the group’s capacity to meet the most complex challenges of the financial market.

But beyond its technological offering, BBI represents a new way of approaching the banking sector—more human, more approachable, and more focused on sustainable results. A commitment to excellence, not only in operations but also in relationships.

BBI: Innovation With Purpose

The BBI launch event was more than just a corporate gathering—it was a declaration of intent. Once again, MST Holding makes it clear that its commitment to the future of the financial sector goes beyond technology. It includes vision, partnership, and a firm dedication to continuous improvement.

BBI starts strong, with a proposal focused on transforming rather than imposing—on adding value rather than replacing—on collaborating through closeness and expertise. And above all, on opening a new chapter where banking institutions have a partner that speaks their language, understands their challenges, and shares their ambition to build a more agile, intelligent, and people-centered future.

www.mstholding.com

Fraud Assistance Service: Protecting What Matters Most to Our Clients

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Security is one of the essential pillars upon which trust in any financial institution is built. In an increasingly digital and complex banking environment, where fraud schemes evolve constantly and with growing sophistication, providing a fast, professional, and human response is indispensable. In this context, MST Holding’s Banking Business Unit (BBU) has taken on the challenge of ensuring that thousands of customers from one of the country’s leading financial institutions benefit from a specialized, close, and highly effective service: the Fraud Assistance Service.

Since its inception, this service has become a key component of the customer security ecosystem. Its main mission is not only the detection and prevention of fraud but also to offer support, guidance, and reassurance to clients who, at a given moment, find the safety of their money and personal information compromised.

A Service That Never Sleeps

The fraud assistance service structure has been designed to be always available and to provide immediate responses. The inbound call service operates 24/7, 365 days a year, ensuring that clients can reach out at the exact moment they detect suspicious activity. This round-the-clock availability is crucial, as fraud does not adhere to schedules or holidays.

In parallel, the outbound call service, active from Monday to Sunday until 9:00 p.m., focuses on proactively verifying alerts generated by the CSIRT (Computer Security Incident Response Team). Thanks to this preventive work, the team often gets ahead of fraud attempts, detecting unusual activity before it materializes.

Together, both services form a perfectly synchronized mechanism that enables swift, effective, and sensitive management of any threat to customer accounts.

A Highly Specialized and Committed Team

Behind this essential service is a team of 19 highly skilled professionals: 16 agents and 3 coordinators, working in rotating shifts to ensure full coverage. All team members of MST Holding’s BBU are trained to handle situations that require not only technical agility and precision but also a high degree of human sensitivity.

The agents’ tasks vary depending on the shift. At night, they focus on taking calls and immediately blocking compromised cards, ensuring the containment of any identified threat. During the day, in addition to handling inbound calls, they carry out proactive verifications of flagged cases.

This dual-function approach allows the service to maximize its effectiveness and ensure that no alert goes unattended.

Supporting Those Who Need It Most

One of the hallmarks of this service is the empathy and care shown to clients affected by fraud. We understand that these situations can cause not only financial harm but also a significant emotional toll. For this reason, every interaction follows a protocol that balances security with compassion.

The identity verification protocol is strict but always respectful. Clients are never asked to provide passwords, PINs, or sensitive information. Only data known to the customer is requested—enough to confirm their identity without discomfort. This measure is key to preserving trust and avoiding re-victimization.

When fraud is confirmed, the response is immediate:

  • Blocking of compromised accounts and cards.
  • Updating sensitive data such as CAPs or coordinates.
  • Adding compromised phone numbers and devices to internal blacklists.

Subsequently, the team conducts a thorough investigation to identify the origin of the fraud, locate those responsible, and trace the path of the stolen funds, working closely with the financial institution’s security and prevention departments.

A Preventive Approach to Protect Everyone

This service is not only reactive—it is also proactive. One of its greatest strengths lies in its ability to prevent future incidents. By analyzing each case in detail, the team identifies patterns, strengthens security measures, and blocks compromised elements (accounts, devices, phone numbers, etc.) to prevent other clients from experiencing similar issues.

Additionally, in every call, the team provides clients with clear guidance on how to better protect themselves, raising awareness about the main threats and teaching them how to spot fraud attempts before it’s too late.

This preventive effort is one of the service’s greatest added values, as it contributes directly to reducing the overall incidence of fraud within the financial institution.

Banking Business Unit of MST Holding: Expertise Serving the Banking Sector

The launch and consolidation of this service have been made possible by the expertise and dedication of MST Holding’s Banking Business Unit, a specialized division focused on contact center services for the financial sector. This unit provides not only technical and operational know-how but also a customer-centric culture and deep experience in managing highly sensitive situations, such as dealing with fraud victims.

The Banking Business Unit of MST Holding has developed specific methodologies for critical services like this one, incorporating highly specialized protocols, continuous training, and a human-centered approach that makes a real difference with every call.

Much More Than a Service: A Shared Mission

For the entire team at MST Holding and its specialized banking unit, the Fraud Assistance Service is more than just a job it’s a mission. We don’t just handle fraud we protect people. Every client who contacts us in a moment of distress or uncertainty is met by a professional who not only resolves their issue but also provides emotional support and restores peace of mind.

This deep sense of service is what drives the team to excel every day, continuously improving processes and always prioritizing the security and well-being of our clients.

In a financial environment where trust is everything, this service demonstrates that beyond technology and systems, what truly makes the difference are the people on the other end of the line.

www.mstholding.com

MST Holding Revolutionizes the Financial Sector with Its New BBI Unit (Business Banking Innovation)

by Raquelcall center / NEWS / NEWSLeave a Comment on MST Holding Revolutionizes the Financial Sector with Its New BBI Unit (Business Banking Innovation)

Transforming the Future of Banking with Strategy and Technology

MST Holding has taken a decisive step in the evolution of financial services with the creation of BBI (Banking Business Innovation), its new unit specialized in innovation for the banking and insurance sectors. This initiative responds to the financial institutions’ need for modernization and represents a strategic investment aimed at leading the digital transformation of the sector.

Strategic Leadership with Vision
BBI is led by Javier Sáez, a seasoned professional with over two decades of experience in commercial and financial management within the banking sector. His leadership brings the vision and expertise required to establish this unit as a benchmark in financial innovation.

Clear Mission and Objectives
BBI’s mission is to drive the digital transformation of banking through technological solutions that optimize processes and enhance the customer experience. The unit aims to position itself as a strategic partner for banks in Spain and Portugal, with plans for European expansion. Its value proposition includes process automation, digitization of key services, and improved decision-making in operations.

Key Areas of Focus
BBI is structured around three main pillars:

  1. Digitization of traditional services, using technologies that streamline transactions and improve access to financial services.
  2. Development of administrative and commercial solutions, offering digital tools that increase operational efficiency and reduce errors.
  3. Strategic partnerships, collaborating with leading institutions to effectively integrate their solutions within the banking ecosystem.

A Cutting-Edge Technological Portfolio
BBI already boasts a robust catalogue of products designed to tackle the sector’s key challenges:

  • Optima360: Smart management of oversized portfolios using AI.
  • MST Connect: Multichannel management of commercial campaigns.
  • eHereditas: Automation of inheritance process management.
  • SwiftBankOps: Automation of banking operational processes.
  • SwiftKYC: Automatic document validation, reducing processing times by 70%.
  • SwiftOpenClose: End-to-end management of account opening and closing.
  • SwiftRecover: Debt recovery with personalized strategies.
  • SwiftUpdate: Automatic updates of corporate financial data.
  • MST Transfer: Efficient management of international transfers.

Innovations on the Horizon
Upcoming launches include the digitization of guarantee management and MST Cripto, a solution designed to prepare institutions for the 2025 MiCA regulation, ensuring compliance with digital assets and decentralized banking.

Impact for MST Holding and Its Clients
The creation of BBI propels MST Holding toward a solid leadership position in banking innovation. A 40% increase in recurring revenue and a diversified service portfolio are expected. For clients, BBI means faster, more transparent, and personalized experiences, with processing times reduced by up to 75% and 24/7 service availability.

Future Outlook
BBI’s impact will lead to a substantial boost in sector efficiency: a 35% reduction in operational costs and up to 90% fewer administrative errors. Additionally, it is expected to achieve a Net Promoter Score (NPS) above 95% and a 20% increase in sales through personalized portfolio management. BBI will be staffed by a team of banking sector experts, ensuring regulatory compliance and operational excellence. This new unit not only strengthens MST Holding’s market position but also marks the beginning of a new era in financial services, grounded in technology, strategy, and innovation.

www.mstholding.com

Proactive Sales and Commercial Efficiency: MST Holding’s Value in the Insurance Sector

by Raquelcall center / NEWS / NEWSLeave a Comment on Proactive Sales and Commercial Efficiency: MST Holding’s Value in the Insurance Sector

In a context where home and business security has become a top priority for millions of people, leading insurance companies are strengthening their offerings with complementary solutions such as alarm systems. To ensure the effective and professional marketing of these products, it is essential to rely on a specialized partner that understands both the dynamics of the sector and new consumer habits.

At MST Holding, we have taken on this challenge with the highest ambition and commitment. Since last December, we have been providing a strategic outbound telemarketing service for alarm systems on behalf of one of the most important insurance companies in the market. A project that not only demonstrates our operational capabilities, but also our excellence in customer acquisition, training, quality, and commercial conversion processes.

A Results-Focused Service

The essence of our service lies in proactive cold calling to sell security products. Our team makes a high volume of daily calls to pre-qualified leads, with the goal of offering alarm solutions tailored to their needs. It’s not just about making a sale—it’s about building trust from the very first second of the call.

The key to this approach lies in rigorous agent training, the quality of the sales script, and the use of state-of-the-art commercial management tools. Each call is designed to inform, generate interest, and guide the customer through a fast, professional, and personalized decision-making process.

A Collaboration Growing at an Exponential Pace

We are currently closing the first quarter of collaboration with this major insurance provider, and we are already experiencing exponential growth. This momentum not only validates the approach we’ve taken, but also positions us as one of the partners with the greatest potential to become the client’s strategic provider.

The level of commitment we’ve shown, the quality of the results delivered, and the fluid operational coordination are laying the foundation for a long-term relationship. Our goal is clear: to become one of their top providers in telephone sales services.

Scalability and Planning from Day One

From the launch of the service, we have followed a structured and progressive growth plan. The team has been expanding steadily month by month, responding both to the client’s demand and the positive results achieved. This natural scalability has allowed us to adapt our growth pace without compromising service quality or the training of new team members.

This growth is the result of a solid strategy: start with a streamlined structure to optimize processes and, once the operational and commercial foundations are in place, gradually scale the team. All of this under the constant supervision of a coordinator, who ensures that each phase of growth maintains operational excellence and results orientation.

Ongoing Training to Drive Excellence

In an outbound cold-calling service, training is not a one-off event—it is a continuous process. From day one, we have invested in intensive training focused on:

  • Persuasion techniques and closing strategies
  • Professional objection handling
  • Empathetic communication and active listening
  • In-depth knowledge of the product and its benefits
  • Tailoring pitches to different customer profiles

This training is regularly updated to include new sales arguments, special promotions, and improvements to the sales script. The coordinator also plays a key role by monitoring calls, providing real-time feedback, and reinforcing individual performance.

A Script Designed to Convince, Not to Pressure

We understand that purchasing an alarm system is an important decision for the customer. That’s why our script is carefully designed to build trust, convey professionalism, and highlight the backing of a major brand in the insurance sector.

The product’s strengths—advanced technology, fast installation, 24/7 support, and competitive pricing—are combined with our client’s reputation as a market leader. This allows our agents to present a strong value proposition from the start, reducing entry barriers.

Moreover, we offer a range of alarm models and tailor the proposal to each customer profile (home, business, property size, location…), with a clear narrative and tangible benefits. The result is a smooth, professional sales experience focused on delivering real value.

Technology and Tools That Enhance Efficiency

To maximize productivity and interaction quality, our team uses specialized tools for lead management, opportunity tracking, and sales closure. These systems allow us to:

  • Quickly access lead history
  • Record objections and responses
  • Schedule automatic follow-ups
  • Monitor real-time performance metrics
  • Send personalized information to customers

All this is integrated into an agile platform that facilitates the agent’s work and enhances the customer experience, reducing call times and increasing conversion rates.

Operational Coordination: The Art of Detail

The coordinator’s role goes beyond team leadership—they are the key link between the client and the sales team. Through regular reporting, KPI reviews, call analysis, and personalized coaching, the coordinator ensures that each agent evolves, improves their performance, and aligns with the project’s goals.

Coordination also includes smooth communication with the client, with regular follow-up meetings, improvement proposals, and campaign adjustments. This relationship of trust and collaboration has been instrumental to the success and future projection of the service.

Tangible Impact: Beyond the Numbers

Although the primary goal is to generate conversions, this service also strengthens the insurer’s brand image. Each call is an opportunity to connect with the customer through a friendly, consultative, and security-focused approach.

Thanks to the professionalism of the MST team, leads not only receive a commercial offer, but also an outstanding customer experience. This reinforces the insurer’s image as an innovative, customer-focused company committed to protecting people.

A Promising Partnership

This project shows how the combination of human talent, technology, commercial methodology, and sector knowledge can lead to tangible and sustainable results. At MST Holding, we are proud to support a leading insurance company in this challenge, providing not only operational capacity but also strategic vision.

The evolution of the team and the initial results reinforce our conviction that we are building a long-term relationship, where scalability, excellence, and goal orientation are the keys to success.

In an increasingly competitive and dynamic market, partnering with MST Holding enables insurers to diversify their sales channels, maximize the value of their potential customer databases, and launch high-impact campaigns without assuming operational risks.

Conclusion

This outbound alarm sales service is a clear example of the value MST Holding brings to the insurance sector: commercial strength, efficiency, flexibility, and service excellence. A highly skilled team, top-tier technological tools, and a mindset focused on continuous improvement allow us to help our clients grow, innovate, and position themselves as industry leaders.

And most importantly: we do it with the warmth, commitment, and professionalism that define every project we undertake. Because at MST Holding, we turn every call into an opportunity to build trust, make an impact, and deliver results.

www.mstholding.com

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