We are pleased to announce that MST Holding has been awarded the contract for the management of IFEMA MADRID’s Contact Center service — one of the leading trade fair institutions in Europe. This award reinforces our position as a benchmark in customer service management across highly complex, visible, and high-volume environments, both in the public and private sectors.
The contract awarded to MST Holding aims to provide multichannel management of IFEMA MADRID’s customer and contact services, covering inbound call handling, email management, click-to-call and chat services, as well as outbound calls. This is a key service, not only because of its scale, but also due to its direct impact on IFEMA MADRID’s institutional image and the experience of thousands of users.
Our service will be designed to meet the needs of exhibitors, visitors, suppliers, journalists, organizers, agencies, assemblers, and internal staff, always ensuring agile, effective, and excellence-driven attention — fully aligned with IFEMA MADRID’s standards.
The scope of the project goes far beyond assisting visitors to trade fairs or congresses. IFEMA MADRID is a top-tier economic and social engine, hosting 740 annual events including trade fairs, congresses, conventions, and shows.
A Contact Center with an integrated vision and advanced technology
The IFEMA MADRID Contact Center, managed by MST Holding, will play an essential role in the institutional, commercial, and operational communication of the organization.
Among the main services we will manage are:
- General information about trade fairs, congresses, and events.
- Technical, commercial, and administrative support.
- Advice on participation and accreditation services.
- Document management and communication delivery.
- Data and information validation.
- Outbound campaigns and sales.
- Customer satisfaction surveys.
- Call transfer and case assignment.
- Database maintenance and updates.
All of this will be structured across multiple channels — including inbound calls, emails, click-to-call, and real-time chat — ensuring a consistent, seamless, and personalized experience.
Omnichannel support will be key to this service, particularly in the face of the growing prominence of digital channels, which are increasingly replacing traditional phone calls. The service will accurately identify each type of interlocutor — from an international visitor to a sponsor or supplier — to provide personalized and efficient responses in record time.
People, processes, and technology: the MST Holding DNA
MST Holding’s proposal combines strategic vision, operational excellence, and a strong customer focus. For the IFEMA MADRID project, we will deploy a highly qualified multidisciplinary team, specifically trained in the institution’s values, protocols, and tools.
We will implement specialized supervision mechanisms, KPI analysis, real-time quality monitoring, and continuous improvement plans. In addition, we will integrate our proprietary technological solutions for process orchestration, voice analytics, and task automation, with the goal of increasing efficiency and enriching every user experience.
Service planning will include a structured and secure implementation phase, with intensive team training, technological integration with IFEMA MADRID’s systems, pilot testing, and process validation — all designed to ensure full operational readiness from day one.
At MST Holding, we understand that technology is an essential tool, but that true value lies in people. That’s why every agent will act as an ambassador of the IFEMA MADRID experience — prepared to guide, resolve, and build loyalty with customers in every interaction. Every call, message, and conversation will contribute to strengthening the reputation of both IFEMA MADRID and our own organization.
Committed to IFEMA MADRID’s success
The trust placed in MST Holding by IFEMA MADRID represents another milestone in our journey as a strategic partner for major organizations. This project not only consolidates our experience in high-demand environments but also places us at the very heart of the professional and public events hosted by IFEMA MADRID.
At MST Holding, we embrace this challenge with enthusiasm, commitment, and pride — because we understand that customer service is not just about solving inquiries; it’s about managing emotion, expectation, and brand image.
2026 will mark a turning point for Madrid, for IFEMA, and for MST Holding — because we know that when innovation, experience, and passion come together… there’s no goal that cannot be achieved!