Banco Sabadell wins Banking Innovation of the Month for its end-to-end telephone service operating model transformation

Banco Sabadell is recognised as Banking Innovation of the Month for its end-to-end transformation of its telephone service operating model, delivering a step change in customer experience and operational performance across one of its most critical service channels.
 
 
Banco Sabadell transformed its telephone service operating model, a critical customer service infrastructure handling more than 4.3 million calls annually. Rather than improving individual touchpoints, the bank redesigned the entire end-to-end service model to eliminate customer friction and improve service delivery.

The transformation combined process redesign, workforce optimisation, technology enablement, governance improvements, and customer insights into a single, integrated framework. This approach delivered both immediate operational benefits and a scalable foundation for future growth.

The results were significant: a 67% reduction in access time, a 16% decrease in call transfers, a 4-percentage-point increase in first-call resolution, and a 22-point improvement in Net Promoter Score (NPS). Customers now reach the service faster, experience fewer handoffs, and are more likely to resolve their needs in a single interaction.

By transforming the operating model behind customer interactions, Banco Sabadell improved efficiency, consistency, and customer satisfaction, demonstrating that lasting customer experience improvements are achieved through service transformation, not just channel optimisation.


Submit your innovative banking project by 11 June 2026 (late submissions accepted until 18 June) for a chance to be selected as a winner of the 2026 Qorus–Infosys Finacle Banking Innovation Awards.