RFP: Mercy Corp Telemarketing Support Services

The Resource Development team at Mercy Corps is requesting proposals for a telemarketing agency for our mass market fundraising program (Scope 1), with the option for applicants to also add to their proposal a second scope of work for in-bound call center services in support of our donor services team (Scope 2, optional add-on). We will consider all proposals for Scope 1 regardless of whether applicants choose to include the optional Scope 2, but preference will be given to those that can fulfill both scopes of work and provide a seamless donor experience, high quality calls, as well as competitive pricing.

We are seeking a partner that can work collaboratively with our fundraising, gift processing, and donor services teams, has strong project management and communications skills, is responsive to our needs, and can help us refine and improve our overall telephone experience for our donors and supporters.  Call quality, a positive donor experience, and adherence to Mercy Corps’ brand and values are of the utmost importance.

In addition, of unique importance is the need to be prepared for emergency fundraising, which involves being able to quickly set up and activate a campaign during emergencies — especially large scale disasters. effectively manage an increased volume of inbound calls and donations during emergencies — especially large scale disasters that can happen anytime (earthquake, hurricane, tsunami). In these situations, there could be thousands of people calling immediately to make a donation or ask questions about our work.