South Korea - GLOBAL - Inbound and Outbound Customer Services

The issuing agency is seeking a vendor to provide inbound and outbound customer services in South Korea to support donor retention. The agency needs to solve the problem of managing the full spectrum of call-based donor engagement activities, including handling inbound inquiries and executing targeted outbound campaigns. The scope of work covers updating donor information, conducting welcome calls for new donors, renewing credit card details for failed payments, and executing reactivation calls for passively lapsed donors who have not been debited for three consecutive months. The selected vendor must operate these services from Monday to Friday during working hours of either 9:00 to 18:00 or 10:00 to 19:00. Call agents must handle credit card and debit account donations using the agency's donor management system. The agency requires the vendor to establish the necessary operational environment to support outbound calls using both landline and mobile phones. Additionally, the vendor must provide one manager for inbound calls and one manager for outbound calls to serve as focal points overseeing the implementation. Only onshore organizations located in South Korea are eligible to bid for this opportunity. The performance of the contract will take place offsite. Bidders must submit their responses digitally via email or online. The agency is looking for proposals to determine the budget, and the contract period will run for one year.