Published date: 19 March 2021

Closed opportunity - This means that the contract is currently closed. The buying department may be considering suppliers that have already applied, or no suitable offers were made.


Closing: 16 April 2021, 12pm

Contract summary

Industry

  • Sound recordings - 32353000

Location of contract

London

Value of contract

£25,000 to £50,000

Procurement reference

BIP579726094

Published date

19 March 2021

Closing date

16 April 2021

Closing time

12pm

Contract start date

1 September 2021

Contract end date

31 August 2024

Contract type

Service contract

Procedure type

Open procedure

Any interested supplier may submit a tender in response to an opportunity notice.

Contract is suitable for SMEs?

Yes

Contract is suitable for VCSEs?

No

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.

More information

Links

Additional text

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.

About the buyer

Contact name

Phil Lamacraft

Address

12 Endeavour Square
London
E20 1JN
UK

Telephone

02070661000

Email

isprocurement@fca.org.uk