Tele- Fundraising and Call Centre Agent

General Background

• UNHCR is the UN Refugee Agency and takes the lead in providing international protection for more than 114 million refugees and displaced people worldwide.
• Private Sector Partnerships Service (PSP) is a fast growing global division with offices across the world. UNHCR has developed a private sector engagement strategy to achieve, by 2025, the long-term goal of maximizing sustainable and flexible contributions from the private sector to raise $1 billion annually
• In Thailand, PSP has been achieving outstanding results since its establishment in May 2008. Through its diversified fundraising channels; face to face, digital and multi-channel fundraising programmes. As the number of existing donors reached 35,000 donors, it is necessary to enhance donor development program to ensure excellent donor service as well as boost performance of donor development activities through a dedicated contact centre.
• In addition, PSP Thailand has managed to contact prospect donors to acquire new donors and seek to improve the additional fundraising income from supporters via Tele-fundraising activities. The in-house contact centre will expedite the growth of fundraising activities through a collective team handling both acquisition and donor development calls with the sales driven working environment.
• In order to continue the successful growth, PSP Thailand is now looking for a highly motivated and results driven Tele- Fundraising and Call Centre Agent, with strong interest in working for contact centre, call centre operations, telesales or related business development.

Purpose and Scope of Assignment

Under the overall supervision of the Assistant PSP Officer, the individual contractor will assist in the following:

Conduct assigned calls to donors and prospects on

outbound operations to approach potential UNHCR donors and recruit regular giving donors in line with PSP Thailand’s priority.

outbound operations to engage with existing donors and lapsed donors for the following tasks:

• Upgrade – increase the regular gift value or succeed an extra one-off donation
• Reactivation – understand the cancellation reason and convince donors to reactivate the recurring donation and
• Conversion – thank donors for one-off donation and convert to recurring gift donors
• Payment recapture – check personal information and bank details to understand the donation’s failure reason and activate a new recurring donation Conversion – thank donors for one-off donation and convert to recurring gift donors
• Loyalty call – thank donors for continuous support, update them on specific matters, check if communication materials have been received, ask if they want more information, conduct surveys on donor preference and experience.
• Welcome call – thank and welcome donors, check personal and financial details, check information given by recruiters, give possible additional information about donations, conduct surveys on donor preferences and experience.

inbound operations to give information about UNHCR’s fundraising activities,manage queries related to PSP Thailand fundraising program and provide information and answers to queries from donors and public.

• Process the donation in CRM accurately, legibly, and completely.
• Perform the call activities while ensuring that all required KPIs are met.
• Ensure that the call conversation is performed effectively with donor-centric attitude.
• Conduct donation management for any calls in line with The Personal Data Protection Act and PCI compliance.
• Comply with team’s KPIs and other department’s monitoring standards
• Perform other duties as required

Monitoring and Progress Controls

• The contractor’s performance will be monitored by contact centre team performance and assigned tasks delivery.
• Tele- Fundraising and Call Centre Agent Payment Instruction
• The total remuneration package for the position of Tele- Fundraising and Call Centre Agents comprises of the following components:

Fixed salary

• The contractor will receive fixed salary of 12,000 Baht with requirement to complete assigned tasks of New Donor Acquisition, Upgrade, Conversion, Reactivation, Payment recapture, Loyalty call and Welcome call every month.

Conditions:

• If the contractor underperforms three months consecutively and/or three times within a year, the contract will be terminated.
• If UNHCR determines, in its sole discretion, that improper performance created by the Contractor, UNHCR has its rights terminate the Contract.
• The contractor is required to perform outbound call operations to reach the agreed contact rate and KPIs

Incentive system

• The contractor is eligible to participate the incentive programme if s/he acquires the average of 17% success upgrade rate.
• The incentive is calculated on monthly basis, from the first day to the last day of each month based on the data obtained in CRM system. The incentive will be paid in the following month.
• The incentive is calculated by success tasks with success donation transaction result performed by Tele- Fundraising and Call Centre Agent as indicated in the following detail:
• Reactivation and Conversion: 150% of total donation amount. The incentive for one-off donation is 1% of total donation amount.
• Upgrade: 100% of total monthly uplift amount. The incentive for one-off donation is 1% of total donation amount.
• During the first month of joining the team. The contractor will focus on product and system training. The incentive on discipline and task delivery will be applied to achieve the supporting salary at 5,000 THB

Conditions:

• If any of recurring donor from new acquisition, reactivation and conversion tasks recruited by the agent cancels or being payment rejected within three months after approval, the incentive from mentioned donation will be fully returned to UNHCR.
• In case of termination of contract, prior to the end of the month, the incentive will not be paid.

Qualifications and Experience

• (List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)

Education (Level and area of required and/or preferred education)

• Completion of secondary education in Business Administration, Communication Arts, Public Relations, International Relations, Office Management, Human Resources Management, or related field.

Work Experience

• (List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
• Previous job experience in call centre, contact centre, telesales, sales or related business development fields is desirable.

Source: https://unhcr.wd3.myworkdayjobs.com/en-US/External/job/Bangkok-MCO-Thailand/Tele–Fundraising-and-Call-Centre-Agent_JR2443713