- Banking outsourcing with guaranteed impact
Greater efficiency, lower costs, and zero risk with guaranteed quality
We transform your service into a driver of strategic value with our specialized unit, combining expert talent, analytical capability, innovation, and deep industry knowledge.
We build relationships, generate trust, and turn every interaction into a loyalty-building experience.
Now is the time to transform your Call Center!
* Required fields.
We speak the language of banking
Our proposal integrates people, processes, and proprietary technology to ensure your organization gains clarity, control, and performance.
We do not offer a generic service. We offer the most comprehensive banking specialization for a market undergoing profound change: accelerated digitalization, more demanding customers, new fintech players, and constant pressure to reduce costs without losing quality.
In this context, Contact Center outsourcing for the banking sector becomes a key lever to regain efficiency without giving up control or excellence.
The challenges currently holding the sector back:
- The need to improve customer satisfaction without increasing costs.
- Internal limitations in implementing AI-driven operational optimization.
- Lack of real visibility into the delivered quality of interactions.
- The need to scale teams quickly during demand peaks.
- Slow, manual, and inefficient processes.
- Difficulty maintaining consistent omnichannel service.
- Lack of advanced monitoring tools.
And here is the key that few know: outsourcing only works when the partner masters the end-to-end banking operation and provides actionable intelligence—not just resources.
Quality and Security Certifications
A technology company that strictly complies with security in private European data centers
Excellence, innovation, and trust for the new digital reality
At MST Holding, we have spent more than 30 years leading the transformation of Customer Experience in the banking sector.
We were founded with a clear vision: to deliver end-to-end 360° solutions in customer service and experience, combining human excellence with cutting-edge technological innovation.
With 15 locations, more than 2,000 operational seats, and 24 languages, we are the leader in BPO and CX solutions for the banking sector, generating a direct impact on our clients’ efficiency, quality, and profitability.
With more than 30 years of experience in Contact Center BPO and Customer Support
MST operates in sectors where operational stability and brand reputation are critical.
From BPO to KPO: a high level of knowledge as a competitive advantage
Operational efficiency is essential to meet customer expectations, and many financial institutions are looking for a partner that offers more than just agents on the phone.
KPO (Knowledge Process Outsourcing) is the outsourcing of processes that require a high level of specialized knowledge, advanced analysis, and experience-based decision-making.
Unlike traditional BPO—focused on operational and transactional tasks—KPO involves high value-added activities, where the provider contributes expert talent, analytical capability, innovation, and deep knowledge of the client’s business.
With MST Holding, your institution will be able to deliver an impeccable service that strengthens trust and the customer relationship in the long term.
What does the KPO of the Banking Business Unit provide?
Specialized expertise
Finance, risk, data, compliance, CX, marketing, legal, research, technology…
Advanced analytical capability
Data insights, reporting, machine learning, research.
Acceleration of strategic projects
Without the need to expand internal headcount.
Cost reduction
Compared to hiring in-house expertise.
Greater agility and accuracy
In information- and analysis-driven processes.
Optimization and continuous improvement
Knowledge-based.
Because excellence is not a goal, it is an attitude.
A service designed to solve the challenges of the financial sector
The new standard for banking CX begins with strategic outsourcing and full specialization in the financial sector.
MST Holding is made up of a structure of 11 companies that form a unique ecosystem designed to achieve excellence.
This structure enables us to offer end-to-end solutions spanning the contact center, strategic consulting, and intelligent, verified automation with generative AI.
Banking Business Unit, led by experts with more than 30 years of experience. It is the benchmark unit for multichannel banking service, support, and sales.
Business Banking Innovation, led by experts with more than 20 years of experience in operational banking focused on business generation and operational optimization.
Consulting C3, dedicated to quality, measurement, training, and Customer Experience improvement.
RunCall Systems, specialized in proprietary technology development (RPA, AI, OCR) and omnichannel solutions.
Real cases that validate our work
By combining human talent, proven methodologies, and proprietary technologies, we transform your Contact Center into a driver of efficiency, security, and profitability.
UP TO
UP TO
UP TO
UP TO
UP TO
Cost reduction
Audited samples
of contacts
We transform your Call Center into a strategic asset
You are not looking for a vendor. You are looking for a solid, secure, highly specialized partner.
Our model delivers a level of excellence that makes a difference in the customer experience.
- Telephone banking
- Digital banking
- Fraud prevention
- Collections
- Retention
- Inbound sales
- Intelligent automation of critical processes
At MST Holding, we have an ecosystem of proprietary platforms that multiply your performance and make our promise tangible: operational versatility and excellence in customer experience.
Each tool is designed to increase efficiency in every process without losing proximity or regulatory compliance. Because technology only adds value when it is aligned with the reality of your customers and your banking processes.
eAlicia Quality & CX: AI-automated audits, interaction analysis, and cost reduction.
RunTick: omnichannel ticketing to manage incidents the easy way.
RunAssist (Knowledge Assistant): generative AI that supports the agent in real time.
At MST Holding, technology does not replace the human factor, it enhances it.
Key advantages of BBU for Call Center outsourcing
True banking specialization
Based on decades of experience and regulatory knowledge.
AI-driven operational optimization
Thanks to proprietary platforms such as RunAssist and RunTick.
100% automatic quality audits
With real-time actionable data.
Measurement of delivered quality
Accurately and without bias.
Automation of banking processes
Critical to reducing costs and errors.
Guaranteed operational scalability
Capacity to absorb demand peaks without affecting quality.
Interaction monitoring
Multichannel to ensure consistency and compliance.
Strategic CX consulting
Ongoing training and improvement methodologies.
Omnichannel integration
Ongoing training and improvement methodologies.
Specialized expertise
With digital banking systems, ticketing, and industry CRMs.
Secure operational management
With PCI and ISO standards.
Reduction in Customer Effort Score
Proven reduction in customer effort and improved CSAT.
Data security and processing
Financial operations involve handling large volumes of sensitive information about customers and transactions.
At MST, we ensure:
- Secure data processing in European private data centres.
- Strict compliance with GDPR and the European regulatory framework, including the AI Act in the use of artificial intelligence.
- Full traceability of interactions and automated processes.
- Integrated compliance control in operations and AI systems.
Technology partners:
Our methodology
How we proceed to outsource your banking processes:
We identify the process to be outsourced
We identify the technology solution
We design the service at the operational level
We start the outsourced area’s activity
We guide and drive continuous improvement
- Why MST Holding?
We are a banking-specialized partner, with a unique approach based on six clear differentiators
- Unique banking specialization.
- Total flexibility in response to demand peaks or drops.
- Automated, efficient solutions with proprietary technology.
- Innovation applied to critical processes.
- Excellence in human and digital service.
- Real commitment and long-term partnerships.
At MST, we do not offer a standard service. We are the strategic partner that guarantees continuity, efficiency, and real growth for banking.
Request a
personalized proposal NOW
* Required fields.
The major national and international awards in the Contact Center sector
2025 Platinum Awards
First Prize: Best Contact Center 2025
2025 Platinum Awards
First Prize: Best Customer Experience 2025
2025 ECCCSA Awards
Silver Award: Best Employee Experience 2025
2024 ECCCSA Awards
Bronze Award: Most Effective Strategic Transformation Performance 2024
Our Group
Environmental Commitment
Quality
Sectors
Memberships
Since 1992 | © 2026 MST Holding | All rights reserved.
