Leader in the medium size market

Transcription

1 Leader in the medium size market Vs:Pedro Barceló Press Dossier Barcelona/ Madrid 2013

2 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. 2

3 Holding Companies MST Specializes in providing telemarketing services and customer care campaigns, both receiving/inbound as emission / outbound, via telephone, , fax, SMS, chat, and web MST Banking. Is a management company specializing in customer service for the banking and insurance sectors. Fonomarket was created for Banco Atlántico in The ownership changed to Banco Sabadell after they purchased Banco Atlántico, and was acquired in February 2005 by MST Holding. 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. MST Electronics. Specializes in providing outsourcing service centers for companies in consumer electronics, industrial and business electronics, air conditioning etc. MST Government. Specializes in providing outsourced call centers for government agencies, local, provincial and state governments (municipalities, autonomous regions, ministries, etc.). MST Healthcare. Specializes in providing outsourcing service centers for the health sector laboratories, pharmacies, hospitals, clinics, telecare etc. >MST Insurance. Specializes in providing outsourced call centers for financial institutions working in the field of insurance to businesses and individuals. 3

4 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. Consulting C 3. 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. 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. 4

5 MST Holding figures MST Holding currently has a workforce of 525 workers, and the volume of annual turnover in the year 2013 rose ,00. Due to the implemented commercial strategy, the company has remained the turnover level of the last year, a very positive fact if we consider the actual situation of the economy and the industry during the last 12 months. MST Holding figures in Million Euros. Average Number of employees 5

6 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. Are new customers, or new services, in 2013, among others, ABB, Abbot, Amadeus, Banc Sabadell, Bankinter, Bayer, CaixaRenting, Ciba Visión, Credito y CaucionD-Link, Clínica Baviera, Daikin, Fedefarma, Fira de Barcelona, Gas Natural, General Mills, Generali, ING Direct, Laboratorios Alter, Loewe, Marsh, Pronovias, Ricoh, Securitas Direct, Toshiba y Verti Growth plan until

7 In 2008, and parallel to the conversion of MST Holding as a business group, a five year Growth plan was designed to reach a turnover of 20 million and a workforce of 552 people in 2013 to serve about 80 clients The strategy of this ambitious plan, which represented a 20% average annual growth, was sustained by three steps: innovation, quality and specialization. From 2013, after the objectives were met, we launched a new five-year plan based mainly on the international market, which ends in This plan is structured in two phases: First two years of organic growth 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 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. 7

8 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 Corporate & Social Responsibility Policy of 8

9 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: Labour equality and freedom from all forms of discrimination by sex, age or nationality. Incentives for training Internal promotion preference to MST Holding workers to apply for new jobs or replacement vacancies. Employee satisfaction surveys Flexibilty between work and family life and the adjustment of workers schedules to suit their family and personal needs Strict compliance with safety measures and provide occupational Health and Mutual services for workers. Monthly and annual quality awards managed by the consultantancy,c3 Consulting. Open line consultation with the HR department via telephone, , intranet and Board meetings Support the employee to help them in solving various aspects of their personal and family lives Offers and discounts on products provided by some of MST Holding clients 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: comunicacion@mstholding.com Comte d Urgell, , 2ª planta Barcelona (Spain) Orense, 81, 3ª planta Madrid (Spain) 9