It is our advocacy for excellence in customer relations that builds and strengthens the bonds of trust that unite brands with their audiences.
Our story begins in 1992. Our parent company Air France creates BlueLink to design its loyalty programme and take care of its best customers. As entrepreneurs, we now offer our customer relations expertise to other high-profile prestige brands whose cultural heritage, history and values we uphold in perpetuity.
30 years of history, stories and excellence in customer relations
The thread of our history is woven into a fabric of excellence perfected and enhanced by people driven by the spirit of service. From Paris to Sydney, Santiago de Chile, Strasbourg, Prague and Mauritius, we have grown not only through time, but also through the relationships we have built over the years.
BlueLink through time
BlueLink ‘ancestor’ Fréquence Plus Services SA is created by Air France as a subsidiary with a mission to design and develop the French airline's loyalty programme and take care of its best customers.
New brands operating in many sectors gradually join our parent company in putting their faith in us to provide their customer relations services.
The Fréquence Plus Services HQ and Business Unit relocate to Ivry-sur-Seine, south of Paris. The move symbolises something important: we’re really taking off.
We open our center in Prague as a joint venture with Europ Assistance and Team Trackers, marking the start of our international expansion.
Air France and KLM merge their Fréquence Plus and Flying Dutchman frequent flyer programmes. We open a virtual call centre to handle the new Flying Blue joint programme and optimise contact distribution.
We diversify our catalogue of services and extend our expertise to include every component of remote customer relations. We acquire full ownership of our Prague subsidiary.
Frequency Plus rebrands as BlueLink.
We open our own centre in Sydney. With its geographical proximity to Asia, BlueLink International Australia is strategically located to complement Paris and Prague.
We open our new centre in Mauritius and create a more efficient production-focused organisation. Team Trackers rebrands as BlueLink International CZ.
All BlueLink Group centres worldwide are certified NF Service EN 15838 Customer Relations Service Centre compliant.
BlueLink celebrates its 20th anniversary by going digital. ‘Call centres’ become ‘multi-channel contact centres’.
BlueLink receives a 2014 CSR Challenge Employee Relations Policy Award for its HOP! diversity and disability scheme. HOP!, for which BlueLink manages 100% of customer relations, is voted Customer Service of the Year in the Public Passenger Transport category.
Our BlueLink International CZ centre relocates to Prague’s Florentinum business centre. BlueLink is awarded PCI DSS 3.0 certification for all its centres worldwide.
We open our new BlueLink centre in Strasbourg to draw on its status as a dynamic employment catchment area and proximity to the French capital. The efforts of our BlueLink teams mean HOP! wins the Customer Service of the Year Award again.
We launch our Innovation Lab to conduct exploratory projects in customer relations. We create BlueLink International Chile as our lead centre for all of the Americas. We are awarded the ISO standard Service Excellence Label: the first for any customer relations centre!
We launch our BlueLink Academy to offer everyone opportunities to learn the art of customer relations excellence.
Our HQ and Business Unit relocate from Paris to Arcueil in the outer suburbs of the French capital. The teams transition to hybrid working methods in this new signature setting.
BlueLink and Transavia receive the Customer Service of the Year Award in the Public Passenger Transport category for the third consecutive year.
Exceptional relations build customer engagement
Brands have a unique story, vision and values they need to get across to as many customers as possible. Theirs is a genuine cultural heritage, and one that we are committed to perpetuating and promoting.
We understand that every client is unique, and we strive to work in their best interests to shape personalised, emotion-driven relationships.
“Because we understand that every interaction is an invaluable opportunity within the customer experience, we create outstanding relationships that drive customer engagement.”
Customer Engagement Director
Recognised expertise in customer relations
Overall satisfaction rating associated with our services (on a scale of 10)
Our NPS (Net Promoter Score)
of clients satisfied with our ability to inspire and deliver innovative solutions
of clients satisfied with our flexibility to deal with the unexpected
On the basis of experience gained over 8 years of NF Customer Relations Service certification, we took the decision in 2019 to go for the Service Excellence label, whose central focus is the spirit of service. As the first customer relations centre to take up this challenge, we opted to promote the customer experience delivered by the Air France-KLM Platinum Service Line handled by a dedicated team in our Prague centre.
The Service Excellence label was created by AFNOR Certification and Esprit de Service France to reward companies that do whatever it takes to delight customers through the development of remarkable experiences. It spans the three facets of service excellence:
relational: quality management
operational: customer relations management
managerial: spirit of service management
The art of relation
Our conviction at BlueLink: more than a job, customer relations is an art. The art of creating links.