# GB-London: CON-21-033 Recorded Voice

> Tender notice from UK public-sector procurement sources.

## Key facts

- Public buyer: [Financial Conduct Authority](/buyers/financial-conduct-authority/contract-awards)
- Tender value: £50,000
- Published: 19 March 2021
- Planned start: 1 September 2021
- Planned end: 31 August 2024
- Stage: open_tender
- Procurement category: services
- Notice ID: c57eb1a8-60b8-41bb-b17f-11de9cdc9e8c-421572
- OCID: ocds-b5fd17-47b8860a-8ac6-40e1-bd2c-16646fbbbc58

## Description

The FCA's Supervision Hub provides direct multi-channel support to UK consumers regarding regulated firms, and to over 50,000 regulated firms on their regulatory obligation and use of or systems\. We handle 300,000 queries a year most of when come via our telephony channel\. Due to the complexity and variety of calls received it is essential that we can effectively route calls to the most appropriately experienced Supervisor, this is done through or IVR using a mixture of directive promotes and passive call routing technology\. We require a supplier with both technical experience in delivering high quality voice prompts, and to assist us in delivering positive customer experience through IVR technology\. Providing advice and guidance on IVR structure and scripting when required\. Additional information: The contracting authority considers that this contract may be suitable for economic operators that are small or medium enterprises \(SMEs\)\. However, any selection of tenderers will be based solely on the criteria set out for the procurement\.

## Related contract awards

- [Procurement Consultancy Support for Project](/contracts/ocds-b5fd17-a6f8ce97-79e2-49a4-ae64-0ab214e9d5d9): Financial Conduct Authority
- [New intranet solution support 2](/contracts/ocds-b5fd17-4cd2d4c5-82da-400f-8b69-39a46cd66d2b): Financial Conduct Authority
- [PSN Support Services](/contracts/ocds-b5fd17-c97548a5-5177-4638-bcb6-d5ef52e7ebdd): Financial Conduct Authority

## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/c57eb1a8-60b8-41bb-b17f-11de9cdc9e8c-421572)