CC-3813 - South Korea - GLOBAL - Inbound and Outbound Customer Services - Deadline July 24,2026

(1) Vendor needs to provide inbound and outbound customer services. – Provide inbound and outbound customer services for donor retention.– Customer services refers to the full spectrum of call–based donor engagement activities managed by the call center.– Encompasses the receipt and handling of inbound calls from donors seeking assistance or information, as well as the initiation of outbound calls.– Including, updating donor information, conducting welcome calls for newly registered donors, and delivering other necessary communications as required.– Outbound Calls:• Welcome Call: Thank new donors for their sign up, record any feedback from the donor, and ask donor information to be clarified if any.• Credit Card Renewal Call: Renew credit card information of those who have failed payment in the previous month.• Reactivation Call for Passively Lapsed Donors: Remind or to request the necessary updates to donors who have not been debited for 3 consecutive months.– Inbound Calls:• Inbound Call: Answer to inbound calls requesting to change any donation related information.– Working hours 9:00–18:00 or 10:00–19:00 (Mon–Fri) on each working day.– Call agents to handle credit card and debit account number donations by using the donor management.– Outbound calls using both landline and mobile phones, with the necessary operational environment in place to support this.– Provision of one manager for inbound and outbound call each to serve as a focal point to oversee the effective implementation of the customer services.(2) The contract period will be for one year.