RFP: Inbound Saves Program

REQUEST FOR PROPOSALS: INBOUND SAVES PROGRAM

MoveOn Overview:

MoveOn is the largest rapid response political campaigning organization in the United States. We wield independent political power by bringing millions together to take action and mobilize for a just society where everyone can thrive.

For more than a generation, MoveOn has been the homebase for millions of people who refuse to accept the status quo and are moved to take action for progress. We have consistently been a bulwark against the radical right, channeling our voices to end wars, protect democracy, and advance justice for all.

Project title: Inbound Saves Program

Project begins: August 1, 2025

Project length: 1 year, with possibility to extend.

Project Overview: Vendor will manage donor calls and emails on behalf of MoveOn, provide live agent support, handle database updates, and implement a Donor Saves program aimed at retaining donor contributions. Services will include maintaining high customer service standards, meeting defined performance metrics (e.g., speed of answer, abandon rate, donor satisfaction), and producing regular reports. The vendor will also develop and use MoveOn-approved scripts, train agents, and manage technical integration and reporting.

RFP submission date: Inbound telemarketing firms submit to proposals@moveon.org by 11:59pm, June 21 and put “Inbound Saves Program” in the subject line.

Scope of work:

The selected vendor will be responsible for delivering comprehensive inbound and email services in support of the MoveOn’s Inbound Saves Program. The services shall include, but are not limited to, the following:

1. Inbound Call Handling

• Provide live agent support to manage all inbound telephone calls received through MoveOn’s toll-free number. Agents will access MoveOn’s database to update donor records as needed and in accordance with MoveOn-specified procedures.
• Provide basic information as directed by MoveOn, such as contact numbers for membership services.
• Escalate calls to MoveOn’s internal teams when appropriate, including offering supervised transfers (introducing the caller to MoveOn staff before transferring the call).

1. Email Support and Ticket Management

• Respond to donor inquiries submitted via email using MoveOn-approved standard language.
• Ensure timely and accurate handling of all email communications, adhering to MoveOn service standards.

1. Donor Retention Program (Inbound Saves)

• Implement the Donor Saves program designed to retain donor contributions by engaging callers seeking to adjust or cancel their giving.
• Agents will be trained in techniques approved by MoveOn to maximize retained donation amounts.

1. Donation Processing

• Accept donations via major credit card over the phone.

1. Hours of Operation

• Standard hours are as follows:
• • Monday – Friday: 9:00 a.m. – 10:00 p.m. Eastern Time
  • Saturday – Sunday: 10:00 a.m. – 6:00 p.m. Eastern Time

1. Creative Services

• Draft and revise call scripts in collaboration with MoveOn. All scripts must be reviewed and approved by MoveOn prior to use.

1. Training

• Deliver agent training with support from MoveOn.
• Develop a training manual incorporating information provided by MoveOn, sample database screenshots, FAQs, and standardized responses.
• Agents must demonstrate proficiency in systems and scripts prior to program launch.

1. IT and Database Access

• Maintain secure access to MoveOn’s database to accurately record donor interactions and donation details.

1. Reporting

• Provide regular performance reports covering agreed-upon Key Performance Indicators (KPIs), with summaries of daily, weekly, and monthly results.

Reports to:Director of Donor Retention The firm will also work closely with MoveOn’s Chief Operating Officer, Donor Services and Retention Consultant and Technology & Data staff.

Proposal submissions: Participating firms may submit a proposal which includes the following information below:

Background: Name and contact information.

Experience: Tell us about firm’s relevant experience and peer clients.

Approach: In two pages or less, please tell us how you would approach the above scope of work. In your response, please include past and target metrics/successes for saves programs. Please explain how agents will be assigned to the account.

Equity: Please explain whether and how your firm has advanced the values of equity, diversity, and inclusion within the firm, and state how that is reflected in the leadership, ownership, and work of the firm — including if your firm is a union shop. Please share how your telemarketing firm internally embodies equity in its workplace culture and practices. Please share how you will center equity in your work for this project.

Cost and availability: Include an estimate for project rate in your proposal and any limitations on your availability.

References: Past clients (3) that MoveOn may reach out to as references, with contact information.

Most-favorable terms:

• MoveOn reserves the right to make an award without further discussion of the proposal submitted. Therefore, the proposal should be submitted initially on the most favorable terms that the vendor could propose. There will be no best-and-final-offer procedure. MoveOn does reserve the right to contact a vendor for clarification of its proposal.
• The vendor should be prepared to accept this request for proposal for incorporation into a contract resulting from this request for proposal. Contract negotiations may incorporate some or the vendor’s entire proposal. It is understood that the proposal will become a part of the official procurement file on this matter without obligation to MoveOn.

No obligation to contract

This request for proposal does not obligate MoveOn to contract for services specified herein.

Rejection of proposals

MoveOn reserves the right at its sole discretion to reject any and all proposals received without penalty and not to issue a contract as a result of this request for proposal.

Nondiscrimination

The vendor will adopt and disseminate a policy that the vendor, in employment, recruitment, selection, compensation, benefits, promotion, demotion, layoff, termination, and all other terms and conditions of employment will not discriminate on the basis of race, color, creed, age, sex, national origin, ethnic identity, physical or mental disability, veteran status, marital status, economic status, religion, sexual orientation, gender identity, or any other legally protected basis.