Term of Reference (TOR) Telemarketing Agency for YSTC Fundraising Program

1.       Background

Since 2014 Yayasan Sayangi Tunas Cilik partner of Save the Children (YSTC) began to fundraising in Indonesia that aims to be a strong, local, and self-sustaining voice for children in Indonesia. Currently, YSTC active donors are more than 18,000 donors. The donors are voluntary and are committed to donating regularly through automatic credit card or direct debit transfer.

We seek Telemarketing agency outbound call services for YSTC donor managing both ask and non-ask calls. This TOR explains our requirements for a partner to support our on-going activity using Telemarketing to manage activities related to our donor base and be ready to scale up when the new list is available for execution. We are looking for an agency with excellent technical Telemarketing skills and experience and also can give proactive advice and suggestion for how to maximize the success of the charity.

2.       Key Task & Responsibilities/ Scope of Work

During of the 12 months contract starting 1 February 2019 to 31 January 2020 the agency will be responsible for providing outbound call-handling services as one of YSTC fundraising channels.

3.       Output & Deliverables

3.1 Deliver Minimum result as per sub-point below:

No	Activities	Conversion Rate
1	Upgrade	50%
2	Reactivation	15%
3	One Off Give	50%
4	Non-Sales Call: Welcoming Call, Happy Call/Up-date Call	85%
5	Lead Gen Conversion	15%

3.2   Submission of the daily and monthly report (reporting template and submission template base on the agreement)

3.3   Performance will be evaluated monthly base on the agreed KPI’s to determine next month steps and improvements required to the services

4.       Period of the Contract

     February 2019 – 30 January 2020

5.       Detail of Activities and timeline

14 – 18 January 2019                                  Publish to External

21 –  25 January 2019                                 Finding selected agency

28 Jan – 1 Feb 2019                                    Analysing and Negotiation with the selected supplier

7       – 14 Feb 2019                                      Preparation (Reporting, Training, Content Material)

15 February 2019                                       Launching program

6.       Criteria for the consultant selection based on competency and expertise or core and technical competencies

Consultant or agency who specialized of Telemarketing work, with criteria of:

-        Experience working with at least 3 nonprofit organization for telemarketing work

-        Experience at least 2 years in Telemarketing work for the nonprofit organizations

7.       Submission deadline

25 January 2019,  Please submit your proposal to Procurement.Indonesia@savethechildren.org ; or please visit  https://www.stc..or.id/join-us/tender.                     

Period of Validity

The proposal shall be valid for a period of 30 days, starting from the submission date.

Notice of Non-Binding Solicitation

Yayasan Sayangi Tunas Cilik reserves the right to reject any and all bids received in response to this solicitation and is in no way bound to accept any proposal. Additionally, we reserve the right to negotiate the substance of the finalists’ proposals, as well as the option of accepting partial components of a proposal if appropriate. Quantities provided are estimates only at this time and will be subject to change.

Confidentiality

All information provided as part of this solicitation is considered confidential. In the event that any information is inappropriately released, Yayasan Sayangi Tunas Cilik will seek appropriate remedies as allowed within the applicable regulations in Indonesia. Proposals, discussions, and all information received in response to this solicitation will be treated as strictly confidential, except where noted otherwise.

Notification

Prior to the expiration of the validity of the proposal, Yayasan Sayangi Tunas Cilik shall notify in writing the successful consultant that submitted the highest-scoring proposal and will invite them for contract negotiations. Yayasan Sayangi Tunas Cilik reserves the right to invite the second-ranking consultant for parallel negotiations.

Right to Final Negotiations

Yayasan Sayangi Tunas Cilik reserves the option to negotiate final costs and final scope of work, as well as reserves the option to limit or include third parties at Yayasan Sayangi Tunas Cilik’s sole and full discretion in such negotiations.  Upon failure to reach agreement on the contents of the contract as stipulated in this document, Yayasan Sayangi Tunas Cilik has the right to terminate the negotiations and invite the second-ranking company for negotiations.

Communication

All communication regarding this solicitation should be directed to appropriate parties at Yayasan Sayangi Tunas Cilik as per Yayasan Sayangi Tunas Cilik’s policy. Contacting other parties involved in the project, the review panel, or any other party will be considered a conflict of interest and result in proposal disqualification and/or project termination should it be verified at a later stage by Yayasan Sayangi Tunas Cilik.

Acceptance

Award of a proposal does not imply acceptance of its terms and conditions. Yayasan Sayangi Tunas Cilik reserves the option to negotiate on the final terms and conditions.