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 hospitality technology industry and raised the bar on technical support through developing proprietary technology that makes significant improvements in resolution outcomes.

“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 including Hospitality Upgrade.”

The company’s continuous support for the hospitality technology industry is relied upon to ensure seamless connectivity and exceptional customer experiences for millions of guests every day. CallTek’s success is due to its commitment to superior Call Center service and technology.  

AI Technology
CallTek utilizes advanced AI tools including call journey analysis and real-time transcription with its propriety 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 they escalate into larger problems, preventing service interruptions, improving overall efficiency without incurring unnecessary costs or requiring field technician deployment.

Enhanced Reporting and Transparency
CallTek provides technology vendors with detailed daily scorecards and segmented reports to track critical metrics, including outages and performance trends. The scorecards 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 and allow teams to address issues before they impact service levels. By identifying disruptions in advance, CallTek ensures consistent operational efficiency and prevents service interruptions, driving better customer experiences and connectivity.

Skilled and Certified Support Teams
All CallTek team members hold industry-specific certifications, including Assa Abloy, Ekahau, CompTIA, Ruckus, Meraki, RG Nets, and Nomadix. This expertise ensures efficient resolution of complex technical issues and drives a higher level of success for hospitality clients.

Integrated Ticketing System
CallTek’s Affinity System 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.