Business wire
Recognized as a Leader in Support for Hospitality Technology
CallTek Transforms Call Center Support with Technical Innovation and Superior Service
Beth Hawks
Director of Marketing
CallTek
Beth.hawks@calltekinc.com
For more than two decades, CallTek, an international white-label support company for technology operators and service providers, has transformed Call Center support with technical innovations and superior service.
In 2024, CallTek’s Call Center was recognized for its contributions to the hospitality technology industry by Hospitality Upgrade, a leading media company specializing in hospitality technology insights, and by the Philippine Daily Inquirer, one of the most influential news organizations in Southeast Asia.
“CallTek is dedicated to providing exceptional service and support for hospitality technology vendors. Our innovative solutions have driven higher levels of success, enhanced customer satisfaction, and delivered better overall connectivity,” said Tony Espinoza, CEO of CallTek. “We appreciate that our innovations have been recognized by industry leaders.”
The company’s continuous support ensures seamless connectivity and exceptional customer experiences for hotel guests.
AI Technology
CallTek utilizes advanced AI tools including call journey analysis and real-time transcription with its proprietary Odyssey platform which assists in understanding customers’ emotions, analyzing interactions, and improving service quality in real-time.
Proactive Issue Prevention
Utilizing a proactive approach enables the support team to focus on identifying and resolving minor issues before escalation, preventing service interruptions and improving overall efficiency without incurring unnecessary costs or field technician deployment.
Enhanced Reporting and Transparency
CallTek provides detailed daily scorecards and segmented reports to track critical metrics, including outages and performance trends, that ensure accelerated issue resolution and a seamless experience for customers and technology partners.
Proactive Outage Detection and Prevention
CallTek’s real-time call volume forecasting system compares inbound call volumes against projections every 30 minutes to detect anomalies and potential outages early so teams can address issues before they impact service levels. By identifying disruptions in advance, operational efficiency and service interruptions are controlled to increase customer experiences and connectivity.
Skilled and Certified Support Teams
CallTek team members hold industry-specific certifications, including Assa Abloy, Ekahau, CompTIA, Ruckus, Meraki, RG Nets, and Nomadix, to ensure efficient resolution of complex technical issues and drive a higher level of success for clients.
Integrated Ticketing System
CallTek’s Affinity System (CAS) integrates seamlessly with leading platforms like ServiceNow, Salesforce, and Zendesk to streamline case management and accelerate issue resolution to enhance the customer experience.
Tailored Solutions for Specific Needs
CallTek customizes its services to meet the unique requirements of the hospitality industry, offering expertise in casting technology, Wi-Fi connectivity, access controls, and back-office IT support to ensure smooth operations.
About CallTek
CallTek, Inc. is the white-label technology service provider of choice for technology operators and service providers. Based in Irvine, CA, the company has offices in eight countries worldwide including the Dominican Republic, Egypt, Guatemala, Honduras, India, Mexico, the Philippines, and the United States. CallTek was named one of the Best Employers by The Philippine Daily Inquirer for 2024. For additional information on CallTek’s services, visit calltekinc.com.
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