25 years serving brands

For 25 years, we have been offering brands customised support, enabling them to turn customer relations into an essential link in the value chain.

Our mission

Through a consulting approach in line with the strategy of each partner brand, we support businesses with the design, implementation and development of their customer relationships to make them a key factor for success. The fields of expertise that characterise the company’s added value include customer insight, multilingual activities (34 native languages spoken) spearheaded by our brand ambassadors, and technological innovation. BlueLink now has a workforce of 2,000 employees throughout the world and is able to centrally orchestrate all customer relationship activities, whatever the channel or geographic region may be.

An Air France subsidiary created in 1992, we have been working in partnership with prestige brands in the air transport, tourism, luxury and culture sectors for over 20 years. 

Certified Quality

BlueLink has been NF Service EN 15838 “Customer Relations Service Centre” certified, for all its centres since 2011. 

[Certification awarded by AFNOR Certification in recognition of quality of service delivered to the end customer].

8/10 – that’s the satisfaction score awarded by the brands who have chosen us. Our Net Promoter Score is 69/100.

[Source: BlueLink 2014 survey on brand satisfaction]

BlueLink is certified PCI DSS for all its centres worldwide.

[The PCI DSS Standards, defined by 220 requirements and 1,400 control points audited every year guarantees that all the players involved in the handling of bank cards meet the best practices in terms of security across all its components: applications and networks protection, monitoring of processes, access to physical locations, awareness-raising actions towards staff, and management of vulnerabilities]

A responsible partner

BlueLink obtained the CSR label (Corporate Social Responsibility) in 2008. Since 2014, the Group’s 4 centres have been certified.

[The CSR aims to promote the best social practices of the major figures in customer services.

BlueLink in figures

2000 employees
languages 34
centers 5
24 7 365

Our history

1992

Creation of Fréquence Plus Services SA, an Air France subsidiary; then further development of the company with the acquisition of new clients.

2001

Awarded ISO 9001 certification 2000 version (renewed in 2004)

2003

Creation of Prague centre, specialising in customer complaints, in partnership with Europ Assistance

2005

Merger of Air France and KLM loyalty schemes and creation of Flying Blue, Top loyalty scheme in Europe, managed by Fréquence Plus Services

2007

Broadening of catalogue of services in managing customer relations. Full buyout of the Prague subsidiary

2008

Fréquence Plus Services becomes BlueLink. BlueLink obtained the Corporate Social Responsibility label (renewed in 2010 and 2014). Start of skills patronage with Samusocial de Paris (up to 2014)

2009

Creation of Sydney centre Palmes de la Relation Client Awards 2009: BlueLink, the only outsourcer on the podium, took 3rd prize in the Citizen Business category (it also won in 2010)

2010

Creation of Mauritius centre

2011

NF Service EN 15838 “Customer Relations Service Centre” certified, (renewed in 2012, 2013 and 2014)

2013

BlueLink wins the Special Jury Prize of the French National Citizen Business Trophy Awards (Trophée National de l'Entreprise Citoyenne) 2013 for its skills sponsorship with Samusocial de Paris. BlueLink becomes a partner of the French wheelchair rugby team

2014

BlueLink wins the 2014 CSR Challenge Trophy in the “staff social policy” category for its “diversity and disability” scheme HOP!, for whom BlueLink manages 100% of its customer relations, is voted Customer Service of the Year 2015 in the “Public Passenger Transport” category

2015

BlueLink funds the Aïna Enfance & Avenir children’s charitable association The Group is certified PCI DSS 3.0 for all its centres

2016

Creation of Strasbourg centre. HOP!, for whom BlueLink manages 100% of its customer relations, is voted Customer Service of the Year 2017 in the “Public Passenger Transport” category

  • 1992
  • 2001
  • 2003
  • 2005
  • 2007
  • 2008
  • 2009
  • 2010
  • 2011
  • 2013
  • 2014
  • 2015
  • 2016