MST Holding Services
We govern the entire event in outsourced services.
Many organisations outsource customer service, back office or critical processes and, without realising it, lose operational control, visibility and the ability to evolve.
At MST, we do not outsource tasks.
We govern complete events, from the first interaction to final closure, integrating people, processes and technology to ensure quality, efficiency and sustained results.
Our services combine specialised operations, end-to-end back office, expert consulting and AI-enabled technology, always under a clear governance model.
Inbound
Customer Care and Relationship Operations
Outbound
Commercial Services and Responsible Outreach
Back office
End-to-End and Service Operational Processes
CX Consulting
Service Governance Design and Evolution
AI Technology
AI Applied to Service Governance
By Industry
Services designed for critical industries
A unique model: from contact to closure (Close the Loop)
MST’s differentiating value lies in connecting all layers of the service:
- Customer Care
- Back office
- Event closure
- Analytics
- Continuous improvement
This approach reduces rework, stabilises KPIs, controls the true cost of the service, and evolves the model without negatively impacting operations.
Inbound Customer Care and Relationship Operations
We manage multichannel customer service focused on resolving the event, not on the volume of interactions.
Our inbound models integrate applied AI, agent support and coordinated back office to absorb demand peaks, reduce repetition and maintain stable service levels in critical environments.
Key challenges we solve:
- Overload during peaks and campaigns.
- Repeat contacts due to poor resolution.
- Unstable SLAs.
- Inconsistent experiences.
Commercial Services and Responsible Outbound
We design and operate outbound campaigns focused on sustainable growth, avoiding complaints, churn and regulatory risk.
We work with dedicated account managers, intelligent segmentation and automated sales validation to ensure every commercial action delivers real value to the business.
Key challenges we solve:
- Low qualified conversion.
- Legal and reputational risk.
- Sales that drive churn.
- Lack of post-sale traceability.
End-to-End Back office and Operational Processes
The back office is key to closing the service properly and controlling the hidden cost of operations.
At MST, we manage the back office as a structural part of the service, integrating automation and artificial intelligence, workflows and operational control to ensure complete, traceable and efficient closures.
Key challenges we solve:
- Backlog and rework.
- Unpredictable resolution times.
- Excessive reliance on manual tasks.
- Lack of end-to-end visibility.
Consulting C3 – Service Governance and Evolution
Consulting C3 is MST’s consulting unit specialising in Customer Experience, Contact Center and Customer Service.
Its role is to ensure outsourced services are designed correctly, governed over time and evolve without disrupting operations, acting as a layer for quality, training, auditing and continuous improvement.
Key challenges we solve:
- Customer journey design and governance.
- Specialised training and coaching.
- Quality audits (manual and automated with TAI).
- Improvement plans based on real data.
Technology and AI applied to service governance
Technology and AI are part of the MST model, not standalone solutions.
We apply AI and automation to improve control, quality and efficiency: automated interaction auditing, sales validation, end-to-end ticketing, smart wikis and back-office workflows.
Key challenges we solve:
- Lack of quality control.
- Recurring errors.
- Long learning curves.
- Scaling without loss of quality.
Services designed for critical sectors
Our services are specifically designed for sectors where operational errors have a direct impact on business, reputation or regulation.
Health & Pharma
Utilities & Telecom
The industry’s top national and international awards in the Contact Center sector
Platinum Awards 2025
First Prize: Best Contact Center 2025
Platinum Awards 2025
First Prize: Best Customer Experience 2025
Ecccsa Awards 2025
Silver Award: Best Employee Experience 2025
Ecccsa Awards 2024
Bronze Award: Most Effective Strategic Transformation Performance 2024
Our Group
Environmental Commitment
Quality
Sectors
Memberships
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