Provision of Affinity Telemarketing Services for Donor Acquisition

Item Description:

Since 1954, UNICEF Malaysia Country Office (MCO) has worked with the Government and the people of Malaysia to transform the lives of children across the nation. For more information about UNICEF works in Malaysia http://www.unicef.org/malaysia. UNICEF is funded entirely by voluntary contributions, many of which come from individual members of the public, to implement its programmes. The main thrust of MCO fundraising is the ‘pledge’ donor programme in which individual donors commit to give regularly monthly through automatic credit card or direct debit transfer.

The Private Fundraising and Partnerships (PFP) section of UNICEF Malaysia Country Office (UNICEF Malaysia) plans to expand its current fundraising capabilities via telemarketing. The Section seeks Telemarketing Call Center Contractors to provide outbound call services for UNICEF’s in-house donor managing acquisition calls.

This TOR explains our requirements for a partner to acquired new leads generation using telemarketing to manage activities. Although MCO has been using TM for some time, we are not experts and therefore as well as seeking a supplier with excellent technical TM skills and experience, we also want that supplier to work in partnership to help us develop the success of charity-based TM to the eventual benefit of the whole charity sector in Malaysia.  We will expect the chosen partner to give proactive creative advice and suggestions for how to maximize the success of the activity.

Because UNICEF is donor funded, it is essential that MCO invests its fundraising budget effectively and we are therefore seeking a partner prepared to offer a “Cost Per Acquisition” arrangement.  This means that for every donor recruited, MCO would be billed a percentage (the exact figure to be proposed in potential partners’ responses to this TOR) of the first year value of donations – for example if a donor agrees to donate RM50/month then we would be billed x% percentage of the twelve month total donation value of RM600, where x is the percentage quoted by the partner in their response to this TOR.  If donors stop payments in the first few months after signing up, the partner will give a refund by way of a credit against future invoices, please see appendix 1.  It is vital that the 36 months ROI meet our global benchmark of 3 ROI.

Vendor Acquisition_TOR 2019-2022.docx
9148702 and Annex A.pdf