BlueLink International CZ
BlueLink International CZ was established as Team Trackers in 2003. Today it is the BlueLink Group’s centre of excellence based in Prague, specialising in complaint management and luggage claims for major airline companies.
The 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.
The Prague centre serves customers in 21 languages: German, English, Bulgarian, Danish, Spanish, Finnish, French, Hungarian, Greek, Italian, Dutch, Norwegian, Polish, Portuguese, Brazilian, Romanian, Russian, Serbian, Slovak, Swedish and Czech.
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
On 1st April, the BlueLink Group acquired 100% ownership of its subsidiary, Team Trackers.
In the seven years since the Prague centre was established, the BlueLink Prague centre has come a long way:
- 300 employees
- A multiclient centre, mostly major airline companies
- 20 languages
On 1st December, Team Trackers becomes BlueLink International CZ.
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, the expertise of the centre 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.
Simona Benešová, Site Manager
Before joining the BlueLink Group 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, Head of Finance and HR
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 for the BlueLink centre in Prague and from 2013 also managing the Human Resources team.
Martin Pitor, Head of CRM
Joining Team Trackers in 2005, Martin Pitor experienced most of the organizational levels of BlueLink International CZ. He led the implementation of B2C & Web-support operations in Prague in 2010 and recently joined the management team as the single point of contact for Prague operations. In cooperation with Service Delivery and Workforce Management departments, his role is to lead the teams towards business success of our clients and partners.
Helena Maršíková, Head of Workforce Department
After earning a Bachelor’s degree in Economics, Helena Maršíková worked for UPC as a payment and debt recovery supervisor until she joined the Prague teams in December 2005. At BlueLink International CZ, with her workforce team, she is responsible for the overall effectiveness of key processes such as accurate distribution of workflows, planning, report creation, data control and data mining.
Daniel Hora, Head of Compliance and Internal Communication
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 shared service centre sector. He joined the BlueLink Group in March 2009 as Human Resources Manager of Prague site. Since 2013 his new responsibility within the company is to ensure that internal processes are in accordance to market standards and to supervise the internal communication of our center.
Katarína Rusnáková, Business Development Manager
Graduated in French Language and Social Anthropology, Katarína Rusnáková joined Team Trackers at the very beginning in 2003. Her previous experience as Client Relationship Manager at the headquarters of the Group in Paris is nowadays used to promote the Prague center on the local Czech market. As Business Development Manager, she contributes largely to the Group’s effort to create new business opportunities within the sector.