RFQ/ROMA/2014/013 - Page 1 of 7

United Nations Childrens Fund Telephone 021 201 78 72

48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro


REQUEST FOR QUOTATION (RFQ)

RFQ/ROMA/2014/013 30.05.2014

UNITED NATIONS CHILDREN'S FUND (UNICEF)

Wishes to purchase

Telemarketing services for donor stewardship

Offers should be sent by email at hvnguyen@unicef.org cc: bucharest@unicef.org, by fax at 021
3175255 or by courier at:

UNICEF
Bdul Primaverii 48A sector 1 Bucharest 011975
Attention: Operations Department
Ref: RFQ/ROMA/2014/013
FAX: 021 3175255

The reference RFQ/ROMA/2014/013 must be shown on the envelope containing the offer, or
mentioned as subject of your email or fax.

Offers must be received by latest Friday, 13 June 2014, c.o.b. Offers received after the
stipulated date will be invalidated.

Detailed specifications required on the next page.


Dana Caratas (Fundraising Officer) may be contacted by e-mail: dcaratas@unicef.org or fax: 021 317
5255, if additional information is needed; NOT FOR SENDING OFFERS!




Any contract resulting from UNICEFs acceptance of your offer will be ruled by the terms and conditions
attached to this request as Annexes I and II.


RFQ/ROMA/2014/013 - Page 2 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro

Telemarketing services for donor stewardship


Purpose
Telemarketing services
Location Bucharest, Romania Office/ UN House
Duration of contract 1
st
of July 31
st
of Dec. 2014
Start date 1
st
of July
Reporting to Dana Carata, Fundraising Officer

Background
UNICEFs top priority for local fundraising is to grow the house list of pledge donors, who commit to
donate long-term on a monthly basis.

The main channels for recruiting pledge donors are face-to-face and SMS pledge campaigns along with
on line pledge and corporate partners.
The pledge donations are fulfilled by donors filling in and signing a specific bank direct debit form (for
face-to-face fundraising pledge acquisition), by sending an SMS to a dedicated short number (for SMS
pledge acquisition) and by filling in an on line application on unicef.ro page.

As soon as the donor agrees and signs the direct debit form, sends the SMS, or signs up on line, the
monthly donations are automatically transferred to UNICEF account. The system of monthly automatic
payments is new in Romania. It has been mainly promoted by utility companies, but the majority of
people dont know it and do not trust it.

Donors who are recruited through F2F and online are called to be thanked for their involvement, to
check the accuracy of their personal data and to fix any debit errors that might occur.

SMS pledge is a new method both for the Romanian market. Usually, awareness is raised by TV
campaigns, which promote the short number. Once a message is sent to the respective number, the
pledge donation is initiated.

UNICEF piloted the first SMS pledge campaign in Romania in 2013, with no possibility to contact the
donors, as there was no data access. Mobile operators have recently agreed to give access to 1000
donors phone number, therefore a test telemarketing campaign will be carried out, with the aim of
thanking donors and obtaining their personal details. If the telemarketing test campaign is successful, it
will be extended to the entire pool of SMS donors.

Objectives and justification for telemarketing support:
1. Welcome calls
For the donors acquired through face-to-face, a welcome call is made, in order to thank the respective
persons and to check that all info written on the direct debit contract is accurate. For online donors, a
similar process is applied.


RFQ/ROMA/2014/013 - Page 3 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro
2. Fixing error calls
Calls are also made to the persons whose bank account has not been debited successfully or whose
contract has been rejected by the bank (for e.g. because the donors signature on the contract does not
match the one in the bank database, donors IBAN is in EUR, not in RON etc.), to check the cause of the
error and to inform the donor once more about how direct debit works, in order to prevent error debits
in the future.

3. Personal data disclosure calls
For the donors acquired through SMS, a phone call is made in order to thank them and to obtain the
donors personal details: name, surname, e-mail and postal address, in addition date of birth.

4. Upgrading calls
Calls are also made both to face-to-face and SMS pledge donors, in order to thank them and to ask them
to increase their donated amount respecting current legislation and pending to our partners approval

Telemarketing location
The operator carrying out welcome calls, fixing error calls and upgrading calls will work in UNICEF
premises.

Personal data disclosure calls for SMS donors will be carried out by a dedicated team within the
contractors premises, considering the volume of the database.

Methodology

I. Telemarketing

1. Welcome calls

The data mentioned on the direct debit contracts (donors personal and banking details, fundraisers
name and location where the contracts was collected), together with the donors feedback after the
welcome call are introduced in an excel file, a template provided by UNICEF.

The expected volume of new contracts/day is 15-20.

A list will be made with all the donors who were not reached by phone after 5 attempts, made on
different days. These donors will receive an e-mail from UNICEF DM Analyst.

2. Fixing error calls
After all donors have received the welcome call and the contracts have been confirmed, contracts are
sent to the bank through ARC (Asociaia pentru Relaii Comunitare), UNICEFs partner in the direct debit
and SMS pledge programmes.

The donors whose contract was rejected by the bank and the donors whose account failed to be debited
will receive calls in order to fix the errors. Donors who are called 5 times in a row and whose account
fails to be debited will not be called anymore

UNICEF will provide the operator with an .xls file template containing the error debits and the donors
details: name, phone number and the date when the direct debit contract has been initiated.

RFQ/ROMA/2014/013 - Page 4 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro

The expected number of fixing error calls is approx. 100 130 per month.

3. Personal data disclosure calls
We will start with a test campaign on a pool of 1.000 donors phone numbers, 500 from Orange and 500
from Vodafone. If the test is successful, it will be extended to all SMS donors.

UNICEF will provide the list with the phone numbers. The aim of the phone calls is to thank the donors
for their involvement and to obtain their personal details: at least name, surname and e-mail, in addition
age / date of birth and address city and to reactivate the lapsed donors (the ones who enrolled and
stopped donation after a while)
All donors will be called during working days, during the time interval 10 20.

4. Upgrading calls
Donors will be also called to be asked to increase their amount donated for the childrens benefit.

II. Recruitment
The operator handling welcome, fixing errors and upgrading calls will be selected and remunerated
through the contractor and will carry out his/her daily duties in UNICEF Office, under the supervision of
the Fundraising Officer.

The operators main duties are:
a. performing calls within the deadlines established by the FR Officer;
b. accurate data entry, in the template provided, mentioning accurately all data included on the
direct debit contract and all feedback received from donors.

The contractor will present UNICEF with 3 or more potential operators and UNICEF will choose one or
more of them. The operator(s) will be employed by the contractor and perform his/her/their duties in
UNICEF premises.

The team carrying out personal data disclosure calls for SMS donors will be recruited by the contractor
and will work in the contractors premises, considering the volume of the database.

III. Script
The scripts necessary for carrying out the telemarketing activities will be developed by UNICEF,
incorporating relevant feedback from the contractor.

Feedback from the donors will be accurately noted and provided to UNICEF on a daily basis, in a
commonly agreed format.

IV. Confidentiality and security
The contractor will treat donors details received from UNICEF with highest confidentiality. The
contractor is responsible for the security of data, ensuring that no data is transferred to a third party, by
any means.

Specific Tasks:
The contractor will have to complete the following specific tasks:

RFQ/ROMA/2014/013 - Page 5 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro
Ensure that all UNICEF donors are called within 1 day after being entered into the database;
Call face-to-face donors to thank them, check the accuracy of the data written on the direct
debit contract and get feedback regarding to the conversation the donor had with the fundraiser
in the street;
Call SMS donors to thank them and to get donors personal details: at least name, surname and
e-mail, in addition age / date of birth and address city.
Call face-to-face donors to fix debit errors;
Call donors to upgrade their donation;
Call online donors to thank them and fix any debit errors that might occur;
call lapsed donors (donors who committed a donation and stopped it after a while);
Accurately (including all data from the direct debit contract and mentioning all feedback
provided by donors) include data in the data base, in the format provided by UNICEF;
Provide feedback to the scripts;
Provide training to operators (both to the person working in UNICEF premises and to the team
working in contractors premises);
Provide regular reports, including feedback from donors and personal data collected;
Ensure that procedures and quality assurance are in place both in terms of quality of operators
interaction and in terms of data collection and maintenance;
Ensure data confidentiality and security.



Expected deliverables:
For face-to-face and online donors: daily reports in the format provided by UNICEF including
name and number of donors contacted, donors feedback, potential requests etc.;
For SMS donors: weekly reports, including the number of contacted donors, number of donors
who agreed to continue the conversation, number of donors who provided their personal data
to UNICEF and the respective data, accurately maintained, number of donors who did not
answer the phone after 5 attempts and the number of donors who refused to disclose their
personal data (and, if possible, the reason for that).

Key Performance Indicators:
At least 90% of the donors are reached on the phone;
All contacted donors confirm their data from the direct debit contract;
Less than 3% of the contacted donors cancel the contract over the phone;
At least 90% of the donors agree to disclose their personal data;
At least 80% of the donors who had error debits will be successfully debited after the phone
conversation;
Accurate (with all donors data and feedback captured correctly) data base.

Selection Criteria:
To award the requested contracts, the following criteria will be considered for adjudication:
Experience from projects with similar scope in the last 3 years
Quality assurance processes in place
Experience in working with the non-profit sector;
Demonstrated understanding of project requirements;

RFQ/ROMA/2014/013 - Page 6 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro
Total cost and the allocation;
Professional experience of the persons that will be working on the account;

General conditions procedures and logistics:
The operator handling calls from face-to-face and online donors will work in UNICEF premises.
Telemarketing for SMS donors will be implemented in operators premises.

Standard procedures in the delivery of the products:
All materials in support of the implementation of the task will be provided by UNICEF office upon
assignment of the concrete tasks.
In case of late delivery of services and unsatisfactory performance on behalf of the Contractor, UNICEF
may refuse to accept delivery of all or part of the services and claim liquidated damages as per UNICEF
Special Terms and Conditions.
Timeframe and duration of the assignment:
The selected company will be contracted under UNICEF Contract for Services for 1
st
of July- 31
st
of
December 2014, with the possibility of extension up to 2 years, depending on results and availability of
resources. KPIs will be reviewed monthly. If results are positive and KPIs are achieved the contract will
be followed through and if results are negative and KPIs are not achieved, the contract may be reduced
or terminated.

Remuneration:
Payments will be made monthly based on issued invoices.

Please specify in your offer:
(a) Unit and total price in EUR. The price offer should be detailed based on all costs included.
(b) An advantage will be given for the contractor proposals based on successful calls. Please specify
if the price per call will be invoiced only for people that will be contactable.
(c) When sending the offer please provide the following:
Team structure: account manager, number of operators and hours allocated for the
account
Working hours of operators;
Considering the requirements, what database system would you use for this project?
Please give as many details as possible. Ex: Do you have the possibility of an online
application where we could upload (fill in a form) and export donors after they have been
called?;
1 case study of a similar project;
Describe the procedures/quality assurance in place.

Monitoring and evaluation of the assignment
The contractor will work in close cooperation with the Communication and Fundraising department. The
contractor will work under the supervision and guidance of the Fundraising Officer.



RFQ/ROMA/2014/013 - Page 7 of 7

United Nations Childrens Fund Telephone 021 201 78 72
48A, Primaverii Blvd. Facsimile 021 317 52 55
011975, Bucharest 1, Romania bucharest@unicef.org
www.unicef.ro

Companiile interesate sunt rugate sa trimita oferta tehnica si financiara la Reprezentanta
UNICEF, prin email (bucharest@unicef.org, cc hvnguyen@unicef.org) sau fax (021 3175255),
in atentia dlui Hoang van Nguyen, pana la data de 13 iunie 2014.


















UNICEFs Special Terms and Conditions & General Terms and Conditions (see attached) apply to any
potential contract resulting from this Request for Quotation.

ANNEX I
ANNEX I - Unicef
Special T&C.pdf

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ANNEX II
ANNEX II - Unicef
General T&C.pdf