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

> Contract award record from UK public-sector procurement sources.

## Key facts

- Public buyer: [Financial Conduct Authority](/buyers/financial-conduct-authority/contract-awards)
- Contract winner: Premier Business Audio
- Award value: £41,040
- Tender value: £41,040
- Award date: 15 June 2021
- Published: 8 July 2021
- Contract start: 1 October 2021
- Contract end: 30 September 2024
- Stage: awarded
- Procurement category: services
- Notice ID: 18ccb73b-8713-4a7d-bad4-c0f0c32ef57d-450039
- OCID: ocds-b5fd17-b87caca4-e808-4871-909f-33e1cc7b4e07

## 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\.

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## Source

[View the original notice on Contracts Finder](https://www.contractsfinder.service.gov.uk/Notice/18ccb73b-8713-4a7d-bad4-c0f0c32ef57d-450039)