Re-Engineering the Telephone Service Operating Model Qorus-Infosys Finacle Banking Innovation Awards 2026

Submitted by

Banco Sabadell

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16/05/2026 Banking Innovation

Banco Sabadell re‑engineered its telephone service model, simplifying access, improving routing, and empowering agents to increase resolution. This cut friction and delivered strong results: +22 NPS, +4pp FCR, −16% transfers, and −67% access time.

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Re-Engineering the Telephone Service Operating Model Qorus-Infosys Finacle Banking Innovation Awards 2026

Submitted by

Banco Sabadell

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