Our Services - Hospitality

Tech Support America’s expert, cost-effective, and fully domestic help desk services keep your hotel or resort guests connected 24/7. With Tech Support America, you can provide your guests with the best possible experience - and since we inSOURCE America, all calls are routed through our Solution Center located in New York state, so you’ll also be helping keep jobs in the American economy.

Help Desk Service Excellence

Tech Support America analysts greet every caller quickly, professionally, and with customer service skills that will make your guests feel comfortable throughout the call. The call process includes:

• Gathering relevant information
• Performing basic trouble-shooting and triage
• Assisting guests with both wired and wireless Internet connectivity issues

Our analysts will work to resolve your guests’ Internet connectivity issues using industry standard tools and resources, including:

• Reference guides
• FAQs
• Online knowledge bases
• Remote control of users’ computers

In the event that the issue cannot be resolved, analysts will follow a predetermined escalation path that is established prior to launch.

Service Level Expectations

Tech Support America maintains high standards of service. With our help desk services, you can expect:

• Fast and efficient service, with an average call answer rate of 45 seconds and 80 percent of calls answered in less than 40 seconds
• A low abandoned call rate with no less than 94 percent of calls being answered (excluding calls abandoned by the customer after less than 30 seconds)
• A high first-call resolution rate with 80 percent of calls resolved at the initial contact point