+34 935 612 424 + info@aedea.es
+34 935 612 424 · marketing@aedea.es
+34 935 612 424 + info@aedea.es
+34 935 612 424 + info@aedea.es
+34 935 612 424 · marketing@aedea.es
+34 935 612 424 + info@aedea.es
AEDEA is the business project of a group of professionals with over 30 years of experience in Contact Center Management and CRM, with a single mission:Bringing business to our clients.
Our Goal is to provide Companies and Institutions, regardless of their size, with value-added solutions that enable them to have an exceptional contact center.
Services range from outsourcing Customer Service and Telemarketing to optimizing the management of existing platforms or starting up a new Call Center.
We do this with total commitment and from the practical experience of having managed our own platforms and worked with large users in both the public and private sectors (Banking, Insurance, Telecommunications, Publishing, Electronics, Real Estate, Leisure, Pharmaceuticals, Utilities, Business Services, among others). This allows us to offer a different perspective by combining the competitiveness of large Agencies with the dynamism, flexibility, and customization of a local company.
Our service philosophy is based on achieving customer satisfaction through a professional team, high-quality service, and advanced technology.
Our high level of involvement with our clients: We embrace the client's culture within our organization. Not only do we provide a service, but we also build relationships and ensure that our standards meet each of the client's needs.
A highly talented and capable team of people. Aedea focuses on hiring the best qualified individuals to carry out our campaigns, including agents and all our corporate staff.
A highly trained professional team that embodies our values.
Continuous Quality Control of the service. We strive to create a 360-degree view of operations in real time.
Company-owned call centers located close to the customer
Latest Multichannel Contact Center Technology. We work closely with our clients to create a Center of Excellence in Customer Experience, providing the right technology, processes, and experts to innovate in customer service.
Transforming the contact center services of companies and institutions, whether large or small, into a profit center.
Our values, which guide our relationships with our customers, our team, and the community, are based on:
Attention
We treat our customers, staff, suppliers, partners, and associates with the same level of care and respect. Honesty and integrity are the cornerstones of our long-term relationships based on mutual trust.
Excellence
Improving the efficiency of our processes is key to the success of our business. We understand that continuously monitoring our actions ensures customer confidence. Operational excellence is not just a goal, it is our priority.
Dedication
Our main objective is to maintain high standards of service quality. Therefore, we are constantly working to ensure that our knowledge and expertise benefit our customers.
Team
Teamwork requires an open environment of respect, trust, and positivity. Our staff are one of our main assets, as they play a core role in our relationship with our clients and their customers. Promoting this teamwork leads to faster decision-making.
Agility
We offer innovative and adaptable solutions combined with the best technical support. We respond quickly and flexibly to different requirements. We are constantly developing and improving our efficiency through technology. By investing in R&D in partnership with industry leaders, we remain at the cutting edge.
We believe that quality is essential to our approach to contact center services and customer interaction.
Quality is a widespread culture throughout our organization. Our service philosophy is based on achieving customer satisfaction through a professional team, high quality service, and advanced technology.
Our company's quality policy aims to consolidate this reality by continuously improving our work and attention to our customers' requirements, within the framework of continuous improvement. We have implemented a Quality Management System, based on the UNE-EN ISO 9001 standard, to provide contact center services, including making and receiving calls.
For all these reasons, we are committed to continuously improving the effectiveness of the Quality Management System through the development of the following actions:
Ensuring excellence in all services provided, by promoting continuous improvement of our services and the Management System implemented.
Meeting the needs of our customers, employees, and suppliers.
Ensuring full accountability and ongoing training for all staff within the organization.
Involving our staff in the activities of the management system and seeking continuous improvement.
Meeting legal requirements, as well as other requirements to which the organization subscribes.
Likewise, to ensure compliance with this Quality Policy, the Steering Committee undertakes to define quality objectives consistent with it and to periodically review the system to ensure its effectiveness.
Our team is undoubtedly one of our distinguishing factors. We strive to achieve a balance between enjoying the work environment and achieving results for our clients.
We recognize the value of each employee and the diversity of skills they bring to the company:
All of this is supported by the company's culture and the policies established in Human Resources management:
A thorough selection process
Internal promotion
Ongoing training and coaching
Employee Loyalty and Retention Programs
Incentive policies
Promotion of team values
Rigorous recognition factors
Flexible schedules
Individualized career plans
These factors, in an environment of maximum involvement, together with our concept of small centers, are reflected in very low turnover rates and a high level of involvement and dedication to our clients to ensure operational excellence.
The management of any Service requires procedures and controls. At Aedea, we believe that management should be carried out on three levels of action:
Strategic
The final goals of the service determine how it is defined, designed, and executed. That is why we design the services together with our clients to ensure that the goals are met to the greatest extent possible.
Operative
We guarantee efficient performance since we tailor and coordinate our teams to meet the needs of our customers.
Quality
We pursue consistency in service delivery through continuous monitoring, personalized reporting, and periodic audits. We do all this with the absolute discretion and confidentiality that our clients require.
Clear definition of objectives
Comprehensive standardization of contents and procedures
Quality-based compensation systems
Close monitoring
Daily on-line monitoring of the service
Regular internal and external quality audits
Regular training and upgrading programs
Confidentiality
Reporting
Aedea integrates a strategic combination of software and hardware with a reliable technology ecosystem: a high level of security, redundancy, and high availability.
Our platforms are based with VoIP and the ICR Evolution software solution. It is a fully distributed, multi-channel contact center model that allows for virtually unlimited growth, regardless of where the agent's terminal is located.
Efficiently managing thousands of contacts is crucial to maintaining high levels of quality for our customers. That is why we are advancing intelligent automated solutions using AI, both to respond to our customers' needs and to improve the efficiency of internal service management. Technology can be acquired on the market, but Aedea also provides a technical team with experience in telecommunications and the development of customized applications to adapt services to customer requirements.
In addition, with Aedea@Home we enable agents to work remotely with robust technology and infrastructure, online training, and customized performance management.
Our offices are strategically located in the CiT (Catalonia Innovation Triangle) in Sant Cugat del Vallés (Barcelona). One of the most important development hubs in Southern Europe, with a strong industrial and service sector, including education, scientific research, and R&D.
The main road links are: Vallvidrera Tunnels (Barcelona-Manresa) C-15, AP7 motorway, 150 meters from the Ferrocarriles de la Generalitat (Vollpelleres) station and 700 meters from Renfe.
Our modern facilities provide a productive workspace that ensures constant communication, collaboration, and training. The offices have natural light, a vending area, a fully equipped kitchen, and a large terrace for staff to relax and enjoy their free time.
Since many of our customers expect more than just contact management or contact center services, Aedea offers a range of certified partners with strategic agreements in the field of communication and technology to provide comprehensive value-added solutions.
Multichannel Contact Center Solutions
Virtual ACD Cloud Telecommunications
Platform SMS/ mass emails
Solutions to optimize sales and customer service
Cloud HR Management Solutions
Team training and coaching
Sales and Retail Network Training
Task Force and Field Marketing Agency
Integral Communication Agency
Social Media Intelligence Dashboards
The mount data
Mobility Solutions : AppS, iOS, Android
Corporate social responsibility is generally understood to be linked to the world of large companies or multinationals. At Aedea, we believe that CSR should be built on the basis of social engagement, regardless of the size of the company.
And, above all, starting with the smallest needs, we are in touch with the reality of our customers and suppliers, which is why we must play a powerful role in transforming our society.
La Caixa's “Incorpora” program for labor integration, aimed at promoting local job creation and, in particular, the integration into the labor market of people with additional difficulties, such as women aged over 45, as well as facilitating work-life balance.
“Discatel Project”: an organization aimed at developing teleworking programs in call centers for people with disabilities.
Partner company of the Foundation for Education and Cooperation (EDUCO).
It is part of the future of customer service.
Aedea
C/Vallespir, 19
08173 Sant Cugat del Vallès