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:
- 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.
- 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.
- 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.