RFT for Inbound and Outbound Telemarketing Services June 2026

AI-generated analysis of the documents. Check the official notice and any amendments for current submission details.

1. At a glance

2. Scope of Work

Trócaire requires inbound and outbound telemarketing services to support its fundraising and donor engagement activities. The successful supplier will provide a professional service in execution and administration across various campaigns, aligning with Trócaire's business needs, campaign parameters, and budget. The role involves direct interaction with Trócaire's donors, necessitating exceptional donor care and understanding of the organisation's mission.

Key activities and requirements include:

• Inbound Calls:
• 24/7 service availability (daytime and out-of-hours).
• Support for donation processing (over 90% of inbound calls).
• Handling queries about fundraising campaigns and Trócaire's overseas work.
• Service provision across the Republic of Ireland (ROI) and Northern Ireland (NI).
• Outbound Calls:
• Support for multiple agents, varying by time of year.
• Engagement in various calling campaigns from Monday to Friday, including late evenings.
• Service provision across ROI and/or NI.
• Call Recording and Access:
• Direct, real-time access for Trócaire to call recordings for donor query resolution and quality control.
• Ability for Trócaire to receive and store outbound calls related to Tax renewals via secure file transfer for auditing.
• Capacity and Flexibility:
• Ability to manage spikes in call volumes, particularly during humanitarian emergencies.
• Mandatory business continuity plan to ensure call handling and donation processing during spikes.
• Flexibility to accommodate quieter periods, especially during summer months.
• Donor Experience and CRM Integration:
• Focus on delivering a positive donor experience through caring and informative call handling.
• Seamless processing of donations.
• Willingness and demonstrated ability to use Salesforce CRM for accessing and updating donor records. Trócaire will provide training and manage access.
• Compliance and Security:
• Full PCI DSS compliance for processing credit card donations, with proven certification.
• GDPR compliance for data processing, storage, and retention. A Data Processing Agreement will be signed.
• ISO 27001 certification is mandatory.
• UK Cyber Essentials certification is preferred.
• Reporting and Analytics:
• Provision of suggested Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Detailed cost models for inbound and outbound calls, including expected contact rates, speed-to-lead, conversion rates, and average gift amounts.
• Complementary Channels:
• Information and costs for complementary channels such as SMS, Email, and Mail fulfilment are of interest.

Trócaire reserves the right to award a single contract or separate contracts for inbound and outbound services across ROI and/or NI.

3. Background & buyer context

Trócaire is an international Non-Governmental Organisation (NGO) working with communities in up to 20 countries across Africa, Asia, Latin America, and the Middle East. Its mission is to tackle the underlying causes of poverty and injustice and respond to crises, aiming to bring about positive and lasting change for a just world. Trócaire works towards five key goals: promoting access to justice, achieving climate and environmental justice, ensuring women and girls’ protection, voice, and influence, saving lives and protecting human dignity, and mobilising the public in Ireland for global justice.

This procurement is driven by Trócaire's need to maintain a close and continuing relationship with its donors, who are described as the "lifeblood of the organisation." The services are essential for enabling Trócaire's vital support work. The organisation seeks a supplier that aligns with its cultural ethos and values, can represent Trócaire to the highest standards, and possesses the capacity to support multiple campaigns. The current procurement is for inbound and outbound telemarketing services, with an initial contract period of three years, extendable up to five years, based on satisfactory performance.

4. Eligibility & selection criteria

Bidders must meet the following minimum pass/fail criteria to be considered for evaluation:

• Business Registration: Must be a registered business in ROI and/or NI.
• Experience:
• At least 3 years’ experience providing call centre services within the Irish market.
• Working with other non-profit organisations is preferred but not mandatory.
• References from at least 2 clients within the past 3 years.
• Demonstrate evidence of exceptional customer/donor experience and/or non-profit telemarketing campaigns – minimum of two case studies for work delivered within the past 5 years.
• Operational Requirements:
• Flexibility to facilitate Trócaire during downtime on both inbound and outbound calls, and to provide additional support during peak campaign times (mandatory).
• Ability for the client to access and listen to call recordings at any given time through secure portal access or similar.
• Ability and willingness to use Salesforce CRM to access and update donor records.
• Compliance and Certifications:
• GDPR compliance regarding processing, storing, and retention of data. A mandatory GDPR agreement will be signed.
• PCI DSS compliance regarding processing of credit card donations, with proven certification.
• ISO 27001 certification is mandatory.
• UK Cyber Essentials certification is preferred.
• Contractual Acceptance:
• Acceptance of Trócaire’s General Terms & Conditions of Procurement and Trócaire’s Supplier Code of Conduct.

5. Award criteria & scoring

The successful tenderer will be selected based on the most economically advantageous proposal, evaluated against the following criteria:

Criterion Weighting (%) What will be evaluated?