Team Trackers, BlueLink centre in Prague

Team Trackers was established in 2003 and today it is the BlueLink Group’s centre of excellence based in Prague, specialising in complaint management, and luggage claims for major airline companies in particular. 

The Team Trackers offices are situated in the historic centre of the Czech capital, at the very heart of Central Europe. The centre is open 365 days a year, 24 hours a day, 7 days a week and offers a unique multicultural working environment. 

Team Trackers serves customers in 19 languages: German, English, Bulgarian, Danish, Spanish, Finnish, French, Hungarian, Italian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovak, Swedish and Czech. 

2003

In 2003, BlueLink and Europ Assistance set up a joint venture with a services centre in Prague, Team Trackers, to handle complaints, and luggage claims in particular:

  • 60 employees
  • Only one Client, Air France
  • 4 languages

2007

On 1st April, the BlueLink Group acquired 100% ownership of its subsidiary, Team Trackers.

2010

In the seven years since the Prague centre was established, the BlueLink Prague centre has come a long way:

  • 300 employees
  • 8 Clients, mostly major airline companies
  • 19 languages

The centre of excellence in Prague specialises in customer relationship management and handles luggage claims as well as commercial complaints on behalf of major airline companies. Our added value lies in our innovating technology (a CRM tool developed in-house) and highly qualified, customer-oriented staff who deliver services tailored to the needs of each customer.

In the airline sector, our expertise covers a range of areas including:

  • Comprehensive luggage claims management:
    • Information and advice to passengers whose luggage goes missing
    • Data processing and collaboration with local service providers
    • Compensation management (where applicable)

=>  A personalised and distinctive service based on the customer’s status.

  • Complaint management
    • All complaints and queries (for example: complaints and queries regarding delayed flights)
    • Compensation management (where applicable)

The Prague centre also provides services related to loyalty programs in the airline and hotel industries:

  • Services to hotels (B to B) and customers of airline or tourism & leisure companies, members of loyalty programs (B to C)
  • Management of inbound calls and requests from customers and travel agencies
  • “Award ticket” reservations, account management and information on products and services.

Our Clients, with some or all of their activity managed in Prague, include:

Our motto: Turning Problems into Opportunities!

 

Simona Benešová, Prague Centre Manager

Before joining Team Trackers in 2005, Simona Benešová held responsible marketing, management and CRM positions in the engineering, telecoms and consumer goods industries. She has a Master’s degree in Process Management and Information Systems and a university diploma in Organisational Psychology and Management.
Simona Benešová has presided at the “Czech Call Centre Forum” for 7 years. The CCC Forum brings together Czech leaders in customer relationship management and is an associate member of the European CC community (ECCCO).

 

Lenka Obodová, Finance Manager

After obtaining a Master’s degree at University of Economics in Prague, Lenka Obodová held a number of positions with the Swiss company, Nestlé. Nine years later, she joined Citibank and then American Express as Development Manager for Central and Eastern Europe. Since 2005, Lenka Obodová is the Finance Manager at Team Trackers.

 

Vincent Leonardi, Head of Operations and CRM 

After graduating with a French Master’s degree in International and European Legal Research, Vincent Leonardi provided legal assistance on behalf of ministries and law firms. He joined Team Trackers in January 2006, where he moved through several positions in Operations. In April 2008, he was appointed Head of Operations and CRM in charge of an international team of over 20 managers (7 nationalities) and 250 employees (25 nationalities).

 

Daniel Hora, Human Resources Manager

After completing his studies at the Prague School of Economics, Daniel Hora first worked for an international consultancy firm as a project implementation consultant. Later, he steered his career towards senior roles in the contact centre industry. 

Daniel Hora joined the BlueLink Group in March 2009 as Human Resources Manager for the BlueLink centre in Prague.

 

David Pečenka, Head of IT

This experienced IT professional has a background in Project Management and Solution Design. He gained international experience working in a number of technical and managerial positions. David Pečenka spent 5 years with UPC, an international cable and telecom operator (Liberty Media Group) before joining Team Trackers in 2006.

 

Helena Zadražilová, Planning and Reporting Manager

After earning a Bachelor’s degree in Economics, Helena Zadražilová worked for UPC as a payment and debt recovery supervisor until she joined the Prague teams in December 2005. At Team Trackers, she is responsible for the overall effectiveness of key processes such as planning, report creation, data control and data mining. 

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