“Leader in the
medium size
market”
Vs:Pedro Barceló
Press Dossier
Barcelona/ Madrid 2012
Origin & History of MST
MST Holding was established in 1992 and
consists of ten companies. They are global
providers of outsourcing bringing an added
value. Each has its own technological
developments that allow a significant increase
in quality and a considerable cost reduction in
customer service
MST Holding Headquarters, Barcelona
The firm originated from Medios y Telemáticos SA, founded by its General
Director, Pedro Barceló. The purpose of MST, located in Barcelona, was to
market the services of Multifax, invented by the same Barceló, whose patent is
registered. The Multifax, which was a major technological innovation at the
time, can send a fax simultaneously to thousands of recipients.
Over the following years the company has grown and
adapted, both human and technology to new market needs
as a provider of outsourcing services. Although
MST
Holding is headquartered in Barcelona, where it now has
four sites since 1996 it also has an office in Madrid, in the
financial district of the city
MST Holding Headquarters,Madrid
One of the characteristics of MST Holding is seeking the expertise, both
technical (information technology developments and technological solutions)
and human (highly specialized and qualified staff) in each of their companies,
to offer each customer the solution that best suits their needs.
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Holding Companies
¾ MST Specializes in providing telemarketing services and customer care
campaigns, both receiving/inbound as emission / outbound, via
telephone, e-mail, fax, SMS, chat, email and web
¾ MST Banking. Is a management company specializing in customer
service for the banking and insurance sectors. Fonomarket was created
for Banco Atlántico in 1974. The ownership changed to Banco Sabadell
after they purchased Banco Atlántico, and was acquired in February
2005 by MST Holding.
¾ MST B2B / MST B2C. Specializes in conducting telemarketing
campaigns (Emission/ outbound) for companies operating in Europe. Its
staff consists of multilingual agents with proven experience. Its
activities include telemarketing, surveys of satisfaction, customer
loyalty, the arrangement of visits, etc.
¾ MST Electronics. Specializes in providing outsourcing service centers
for companies in consumer electronics, industrial and business
electronics, air conditioning etc.
¾ MST Government. Specializes in providing outsourced call centers for
government agencies, local, provincial and state governments
(municipalities, autonomous regions, ministries, etc.).
¾ MST Healthcare. Specializes in providing outsourcing service centers
for the health sector laboratories, pharmacies, hospitals, clinics, telecare
etc.
¾ >MST Insurance. Specializes in providing outsourced call centers for
financial institutions working in the field of insurance to businesses and
individuals.
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¾ MST IT Services. Its aim is to solve the needs of specialized technical
assistance (help desk) demanded by multinational companies from
across Europe. For this offers an excellent team of multilingual agents
who have specific knowledge of how each particular product or service
that you demand.
¾ Consulting C3. Is a specialized consultancy, created to help optimize
human and technical resources of a Contact Center, adapting to the real
needs of each organization. Applying the consulting services offered by
C3, the Contact Center obtains the Telephone Care Certificate of
Excellence by Standard_C3, which also ensures the maintenance of
quality over time.
¾ RunCall Systems. Specializes in the development, sale and
commissioning of all types of solutions needed to run a call center. Its
activities include the creation of specific software for this sector from its
I & D Department, and
the sale of services to study, design and
implement communication networks.
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MST figures
MST Holding currently has a workforce of 500 workers, and the volume of
annual turnover in the year 2011 rose 17.457.270,03.-€, which
represented a growth of around 10,1% over the previous year.
Evolution of turnover at MST Holding
20.000
18.000
16.000
14.000
12.000
10.000
8.000
6.000
4.000
2.000
0
2005
2006
2007
2008
2009
2010
2011
MST Holding figures in Euros.
Evolution of the number of employees at MST Holding
600
500
400
300
200
100
0
2005
2006
2007
2008
2009
2010
2011
Average Lumber of employees
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Another important fact to note is that since the company's inception, MST has
been self-financing and permanently reinvesting its profits into improving and
adapting its production process, as well as expanding its headquarters. It has
also made capital upgrades, which has virtually allowed financing without
recourse to external aid
Markets
The flexibility of its services and adapting to any
customer demand at European level, it offers its own
solutions to a broad spectrum of companies from
diverse sectors: Public Administration, Food, Banking,
Publishing, Consumer Electronics, Shows, Exhibitions,
Training,
Information
Technology,
Pharmaceutical
Laboratories, Mutual, Chemical Sector, Insurance,
Health Sector, Telecommunications, Transport and
Emergency Services
Current Clients
The client portfolio consists of prestigious companies, most of them
multinationals, which hold permanent contracts of collaboration. Sometimes
these companies have more than one call center organized, staffed,
supervised and audited with the proprietary technology and
MST Holding
staff. Its customers include Panasonic Spain SA, Banc Sabadell, D-Link,
Schneider Electric SA, Eurofred SA, Ciba Vision SA, Whirlpool Iberian SUC.,
Fira de Barcelona, General Mills, Sharp, SMC Networks, Toshiba, Checkpoint,
Indo, Groupe SEB, Generalitat de Catalunya, Universitat Oberta de Catalunya,
Brother, Bankinter, Natural Gas, Bankpime.
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Growth plan until 2015
In 2005, and parallel to the conversion of MST Holding as a business
group, a five year Growth plan was designed to reach a turnover of 11
million € and a workforce of 400 people in 2009 to serve about 55 clients
The strategy of this ambitious plan, which represented a 20% average annual
growth, was sustained by three steps: innovation, quality and specialization.
From 2011, after the objectives were met, we launched a new five-year plan
based mainly on the international market, which ends in 2015. This plan is
structured in two phases:
¾ First two years of organic growth
¾ Following three years of growth, 50% organic and 50% through
acquisitions and mergers
Its aim is to place MST Holding among the 10 largest companies in the area
of customer service in Spain, and among the top three in quality through
collaboration with its consultant, Consulting C3. Translated into numbers,
this growth would represent a turnover of over of 40 million € and staff of
about 950 employees The pursuit of this goal will greatly enhance the fact of
having its own technology in all its centers, developed from its I + D +I.
deparment
This strategic plan includes the following variables and objectives.
YEAR
SALES
EMPLOYEES
SITES
CLIENTS
2011
17
500
5
70
2012
23
630
6
84
2013
28
730
7
100
2014
33
850
7
120
2015
40
950
8
144
Sales: MST Holding sales figures in millions of euros
Sites: Own production facilities
Clients: Permanent contract or for at least one year .
Employees: At the end of the year.
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MST Holding membership of Nest Call Center
One of the objectives of MST Holding is the integration into the European
business network and precisely in this context its association with two major
firms in the sector of the contact centers in Europe,the Italian firm
Acroservizi and the French firm Teletech International. The three have
formed a company called,Nest Call Center whose main purpose is to promote
the creation of projects of call centers in Europe for companies based in
different EU countries.
MST Holding also works with:
•
AEECCC
Asociación Española para la Calidad
•
•
Asociación Española de Directivos
•
Best Practices in Call Centers Worldwide – MetricNet Certified
Call Center Experts
•
•
Call Center Professionals
Call Center Pros
•
•
Call Communications 360° Customer Contact Management
•
CallCentre Search
•
Contact Center Professional
Contact Center World - The Global Association for Contact Center Best
•
Practices &
Networking
•
Network de Directivos y Gerentes
•
Redes sociales aplicadas a la empresa
•
Social Media & Marketing Relacional
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Corporate & Social Responsibility Policy of
MST Holding
One of the main values of MST Holding is its staff. We care about our team
and the HR department of the company is constantly working on the
implemtation of measures and incentives to create a good working
environment, which includes, among others, the following:
¾ Labour equality and freedom from all forms of discrimination by sex,
age
or nationality.
¾ Incentives for training
¾ Internal promotion preference to MST Holding workers to apply for
new jobs or replacement vacancies.
¾ Employee satisfaction surveys
¾ Flexibilty between work and family life and the adjustment of workers
schedules to suit their family and personal needs
¾ Strict compliance with safety measures and provide occupational Health
and Mutual services for workers.
¾ Monthly and annual quality awards managed by the consultantancy,C3
Consulting.
¾ Open line consultation with the HR department via telephone, email,
intranet and Board meetings
¾ Support the employee to help them in solving various aspects of their
personal and family lives
¾ Offers and discounts on products provided by some of MST Holding
clients
¾ Internal monthly magazine for MST Holding staff
Such measures not only form a good working environment, but also contribute
to having a stable team of people with a high level of training and
commitment with the company philosophy.This way we achieve a low staff
turnover which guarantees a high quality service to our customers.
Also, MST Holding practices an active policy of energy savings and helps in
the environmental conservation
For more information please contact:
Carmen suárez
Communications Director MST Holding
Teléfono: +34 902 224 234
comunicacion@mstholding.com
www.mstholding.com
Comte d’Urgell, 240-250, 2ª planta - 08036 Barcelona (Spain) | Orense, 81, 3ª planta – 28020 Madrid (Spain)
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