The Contact Center: Who Are You Talking To?

Did you know that Compassion’s contact center was actually started by Wess himself? He thought it took too long for sponsors to receive a response to their questions by mail, so he decided that adding a call center would be the perfect solution.

These days, we can’t really call ourselves a “call center” any more. Why, you ask? It’s because we do much, MUCH more than just take calls.

smiling man in white shirt

We answer email, process child departures, live chat on our website, manage our support community, interact via social media, make outgoing account maintenance calls, and several other random tasks.

Sounds like a lot, huh?

Right now, we have 49 representatives who serve our sponsors. Each day, we take about 1,000 calls, answer around 300 emails, and make approximately 800 outgoing calls.

Would you like to meet a few of the hard-working people in my department? You may have interacted with one of them before.

Meet Mark.

Mark is our Work Force Manager and he is responsible for making sure we get all of our work done. He determines who should do what, for how long, and when.

And then there’s Wendi.

Wendi (affectionately referred to as the Queen mother) takes care of us all. She also does an awesome job taking care of you.

You might have received a call from her if your child left the program or possibly when you called to send a birthday gift to your child.

Lastly, meet Colleen.

smiling woman

Colleen has been working for the ministry for eight years.

She was actually in my interview (thanks for the job!) when I applied to work at Compassion.

Colleen helps with many of the Leadership Development Program sponsorships.

If your child is accepted to the Leadership Development Program, it is most likely that Colleen will be the one to call you with the good news.

In the contact center, we wear a lot of hats. We work hard to provide excellent service and I hope you enjoy your experience interacting with my department.

Hey, and don’t be scared to give a shout out if you’ve had a great experience with one of us! ☺

7 Comments |Add a comment

  1. Darren Allwright October 24, 2012

    Mark Hernandez is the man MAKING IT HAPPEN! I went on a trip to Nicaragua with him and he made it sooo good!! Thanks Mark and your team for all you do!

  2. Lizzie October 23, 2012

    You guys are awesome!!!! So many people have helped me so much. You have been an encouragement. If anyone considering sponsoring a child contacts CI, there is no doubt in my mind that they will! You have even been very friendly and helpful during the Colorado Fire. Thank you. Thank you. Thank you!!

  3. Tondja Woods October 23, 2012

    We have always had a very positive experience with the call center. Thank you for all that you do to make sponsorship easy.

  4. Kees Boer October 23, 2012

    You all do a fantastic job. If I were to work for Compassion, I would love to work either with the children directly as a tutor (of course, they don’t really work for Compassion, but for the local church) or at the other hand in the call center to encourage the sponsors. Thank you so much!!!! Your reward is in heaven or out of this world!!!

  5. lov2liv October 23, 2012

    You guys do a great job,quickly answering all of my many questions!I really,really appreciate everyone!

  6. Yvonne October 23, 2012

    I always tell people how friendly people are at Compassion. Every time I have needed to call for something, the people on the phone are so patient and give me the feeling that they truly enjoy what they do. Thank you for what all of you do!

  7. Lindy October 23, 2012

    I’ve had many good experiences with so many of you on this wonderful team! You’ve helped me, laughed with me, and even dried my tears (long-distance) on a number of occasions. You are an amazing team, and I am so grateful to God for you!

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