BlueLink Paris
The BlueLink centre of excellence in France is situated in Ivry-sur-Seine (Paris Region) and provides the whole range of services offered by the Group. Only minutes from the French capital, the centre is within easy distance of the head offices of major BlueLink Clients.
This centre of excellence is the BlueLink Group’s historic site specialising in customer loyalty. Since its creation, the centre has managed the Air France KLM Flying Blue programme.
The site is open 365 days a year, 7 days a week (24 hours, if necessary). With some 500 employees from over 30 different countries, it is the leading multilingual and multicultural contact centre in the Paris Region.
9 languages are spoken at the Ivry site: German, English, Spanish, French, Italian, Dutch, Portuguese, Mandarin and Cantonese.
The Group’s Clients whose services are managed in Ivry include:
1992
Air France set up a subsidiary, Fréquence Plus Services SA, to manage its French loyalty programme. The subsidiary’s head office and site was in Villepinte, in the north of the Paris Region.
1993
Fréquence Plus grew to become a European and then a worldwide loyalty programme with 500,000 members.
Fréquence Plus Services SA then had:
- 100 employees
- 1 Client: Air France
- 2 languages
1998
Fréquence Plus Services SA won new Clients and expanded.
2001
When Fréquence Plus Services SA left Villepinte and relocated to Ivry-sur-Seine, a city that lies a short distance to the east of Paris, the company’s growth gained momentum.
2005
Air France and KLM merged their loyalty programmes and created Flying Blue, the biggest European loyalty scheme with 13.5 million members. Fréquence Plus Services SA was awarded the contract to manage it.
2010
The BlueLink Group’s site in Ivry-sur-Seine then had:
- 1 contact centre for numerous Clients in sectors such as air transport, tourism & leisure, banking & insurance, luxury
- 7 languages
The BlueLink Group’s centre of excellence in Ivry specialises in providing customer loyalty solutions and offers guidance and advice in this field. This European flagship site not only delivers all services on offer but also develops and fine-tunes procedures for all BlueLink centres around the world.
The centre creates value for businesses through a wide range of services including loyalty management, cross-selling, complaint management, reservation and e-commerce assistance, fraud prevention and crisis management. It is at the forefront of the contact centre industry (with its capacity to integrate social media into the channel mix, for example) and offers expert advice on customer service outsourcing.
With its advanced technology and dedicated experts, the centre provides services tailored to the needs of each Client.
The Ivry centre handles a large variety of B2B, B2C and B2BC transactions: inbound calls, outbound calls (telemarketing and telesales campaigns) and written customer inquiries (e-mails, letters, faxes).
The centre’s expertise includes…
Loyalty programme management and advice:
- Designing and deploying loyalty programme procedures and tools;
- Operational management: technical and sales assistance to customers and intermediaries (reservations, account management and updates, information on products and services, call-backs, after-sales support).
Fraud prevention:
- Fraud risk assessment, training and recommendations;
- Fraud prevention management and implementation guidance.
Complaint management:
- Responding to customer complaints and inquiries;
- Refunds and compensation.
Crisis management:
- Promptly adjusting staffing levels to deal with call overflow;
- Quickly mobilising experts across all departments.
Advice on customer service outsourcing:
- Audits, recommendations and assistance;
- Change management.
Cross-selling, up-selling and other additional sales.
Conveniently situated within easy reach of its Clients’ head offices, the Ivry centre is a reliable business partner capable of helping Clients deliver a great customer experience.
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