Behind the Scenes at Children International: Smiling Voices At Your Service

I hate talking to machines.

In this age of technology where automation equals efficiency, I guess I’m just a bit old-fashioned...but like most of us, when I call a customer service line, it’s usually because I need help. And when I need help, it’s usually from a person, not a computer. So hearing a real, live voice belonging to a real, live person at the other end of the line is a big step in the right direction all by itself.

You may have wondered who the faces are behind the helpful voices on our Sponsor Services line. When you call 1-800-888-3089 for help with your account, you talk with real people – people who put a lot of heart into what they do and who want to make sure our sponsors are well cared for. In fact, many of us who work for Children International are ourselves sponsors…so we have a vested interest in making sure sponsors are treated right!


If you call Sponsor Services, you’ll speak with Ashley or one of about 38 other Sponsor Services representatives. Ashley and her colleagues spend their days helping sponsors in a number of ways. According to Karen, a veteran of more than 18 years of exceptional customer service, it’s not unusual for the group of reps who handle phone calls to answer anywhere from 500 to 1000 phone calls each day…and that’s not all they do. They also handle a variety of administrative tasks including letters to sponsors, special funding requests and health reports.

For Ashley, Karen and their coworkers, customer service is more than a job. They realize that by helping sponsors they are really helping our sponsored children. And there are some very rewarding moments! Ashley recalls, “I assigned a child to this lady and she was SO excited, asking lots of questions about extra gifts, where to send packages, letters, pictures, etc. I spoke with her again when she was asking about the package she had sent. I told her that the child had received it, and what was in it. She was still SO excited and SO nice!”

But what Ashley learned next really gave her pause for thought. “She told me she was hit by a car and was in a wheelchair for 9 months. She said that it made her think about how she wanted to help others, and even though she was in a wheelchair, she was going to do everything she could to help. I really thought it was awesome how willing and strong she was. She was a very grateful person!”

Serving our sponsors has become a lifestyle for our reps…and some, like Karen, have handed the tradition down to their children. Karen’s daughter, Tomika, has worked for Sponsor Services for the past nine years, making sure your email inquiries are handled in the quickest and most efficient manner possible.

So next time you call Sponsor Services, remember that the person you’re talking to is committed to helping you…and our sponsored children. After all, you as a sponsor are the one who makes all of this possible. And we want you to know we appreciate you.