Stable help-desk demand and expansion of operating capabilities and scale
First written in FY2016-Q3. 16 of 30 entries say "Advanced", first in FY2016-Q3. Latest entry: 2026-09-10.
The whole theme swung hardest in 2022: 3 of 17 companies on the "Worse" side.
6 other companies' latest entry also says "Advanced".
- 2026-09-10AdvancedEarnings
「The contact center is promoting hybrid operations involving people and AI. As revenue efficiency improved and new projects were acquired, profitability improved and profit increased year on year, driven by growth in the priority areas of life support and technical support.」
For the contact center, the company newly specified hybrid operations involving people and AI, and described improved profitability driven by higher revenue efficiency, new project acquisitions, and growth in its priority areas. - FY2026-H1AdvancedAnnual report
「The contact center business recorded a substantial year-on-year increase in profit, with a significant improvement in profitability resulting from higher revenue efficiency, the acquisition of new projects, and growth in the life support area, a key focus area.」
It notes that contact center profitability improved significantly through higher revenue efficiency, the acquisition of new projects, and growth in the life support area. - FY2025WorsenedAnnual report
「Meanwhile, contact center revenue declined slightly due to the end of transactions involving the call center following the sale of 日本直販株式会社 and the easing of pandemic-related demand for mail-order services.」
It explains that contact center revenue declined because transactions ended following the sale of 日本直販株式会社 and pandemic-related demand for mail-order services subsided. - FY2025-H1WorsenedAnnual report
「Meanwhile, the contact center business reported lower revenue and lower profit as demand related to mail-order services during the COVID-19 pandemic subsided.」
The explanation has shifted from expanding demand for help desk and contact center services to lower revenue and lower profit resulting from the reversal of pandemic-related demand for mail-order services. - FY2024-Q2RestatedAnnual report
「The company’s in-house contact centers operate through 7 sites, mainly in Tokyo, Osaka and Fukuoka. Operations have remained at a high level against the backdrop of the establishment of work styles combining telework, partly as a result of government work-style reform and infectious disease measures, efforts by companies to improve operating efficiency through digital transformation, and the need to comply with the invoice system. As technical support and mail-order-related orders expanded in place of COVID-19-related work in the same period of the previous year, profit remained at approximately the previous year’s level despite lower revenue.」
It continues to note the 7-site network, high operating levels, and expanding orders for technical support and mail-order-related services. - FY2024-Q1RestatedAnnual report
「The company’s in-house contact centers operate through 7 sites, mainly in Tokyo, Osaka and Fukuoka. Operations have remained at a high level against the backdrop of the establishment of work styles combining telework, partly as a result of government work-style reform and infectious disease measures, efforts by companies to improve operating efficiency through digital transformation, and the need to comply with the invoice system. As technical support and mail-order-related orders expanded in place of COVID-19-related work in the same period of the previous year, profit remained at approximately the previous year’s level despite lower revenue.」
It continues to note the 7-site contact center network, high operating levels, and expanding orders for technical support and mail-order-related services. - FY2023AdvancedAnnual report
「The company operates approximately 1,100 seats in-house at its call centers, handling a wide range of services, from technical support for individual and corporate users of companies’ products and services to mail-order reception.」
The scale of the in-house call center is specified as approximately 1,100 seats, up from the previous approximately 1,000 seats, and the range of services, from technical support to mail-order reception, is described. - FY2023-Q3RestatedAnnual report
「The company’s in-house contact centers operate through 7 sites, mainly in Tokyo, Osaka and Fukuoka. Help desk and service desk operations have remained at a high level against the backdrop of work styles combining telework, established through government work-style reform and infectious disease measures, with on-site operations, efforts by companies to improve operating efficiency through digital transformation, and the need to comply with the invoice system. Orders for technical support and mail-order-related services are expanding.」
It continues to explain the 7-site contact center network, high operating levels at the help desk and service desk businesses, and expanding orders for technical support and mail-order-related services. - FY2023-Q1RestatedAnnual report
「Against the backdrop of social initiatives promoting work styles that combine telework, which became established through government work-style reform and infectious disease measures, with on-site operations, demand for help desk and service desk services has remained high. The company’s in-house contact centers operate through 7 sites, mainly in Tokyo, Osaka and Fukuoka, and orders are expanding for mail-order services, technical support and IoT-related support centers, with operations progressing smoothly.」
This continues to note high demand for help desk services, a 7-site contact center network, and expanding orders for mail-order services, technical support and IoT-related services. - FY2022-Q3AdvancedAnnual report
「The company’s in-house contact centers now operate through 7 sites, mainly in Tokyo, Osaka and Fukuoka, following the addition of 日本直販コンタクトセンター, which became a subsidiary in July. Orders are expanding for mail-order services, technical support and IoT-related support centers, and operations are proceeding smoothly. In addition, the relocation of the Shinjuku Contact Center enabled more efficient operations, leading to the award of a call center project from the Tokyo Metropolitan Government to provide information on medical institutions. The company is also actively pursuing proposals aimed at expanding COVID-19 response and economic recovery-related work for local governments and public authorities.」
Following the addition of 日本直販コンタクトセンター as a subsidiary, the number of contact center sites increased from 6 to 7. In addition to expanding orders for mail-order services, technical support and IoT-related services, the company secured a Tokyo Metropolitan Government project to provide information on medical institutions and is pursuing proposals for projects involving local governments and public authorities. - FY2022-Q2AdvancedAnnual report
「The relocation of the Shinjuku Contact Center also enabled more efficient operations. The company has secured a call center project from the Tokyo Metropolitan Government to provide information on medical institutions, and its organization for winning projects commissioned by local governments is gradually taking shape.」
Against the backdrop of more efficient operations following the relocation of the Shinjuku Contact Center, the company secured a Tokyo Metropolitan Government project to provide information on medical institutions, and explains that its organization for winning local-government projects is gradually taking shape. - FY2021AdvancedAnnual report
「A large-scale project secured last year was completed as scheduled this spring and contributed to first-half results. In the second half, the company has received multiple new projects as a result of customers’ positive assessment of its first-half performance and has secured the orders.」
It explains that the large-scale project already secured was completed as scheduled and contributed to first-half results, and that multiple new projects were subsequently secured. - FY2021-Q2AdvancedAnnual report
「A large-scale project secured last year was completed as scheduled this spring and contributed to first-half results. In the second half, the company is currently receiving inquiries for multiple new projects and aims to win the orders.」
It explains that a large-scale project already secured was completed as scheduled and contributed to first-half results, while inquiries for multiple new projects were received in the second half. - FY2020-Q3AdvancedAnnual report
「Against the backdrop of the government’s promotion of work-style reform and initiatives to encourage telework in response to the spread of infectious diseases, demand, particularly for help desk and service desk services, has risen rapidly. In this environment, the group has secured multiple new large-scale projects through flexible use of its sites, including remote environments, and operations are active toward the end of the company’s fiscal year.」
It explains that demand for help desk and service desk services rose rapidly and that multiple new large-scale projects were secured through flexible use of sites, including remote environments. - FY2020-Q2MitigatedAnnual report
「In the on-demand services business, demand for help desks supporting IT peripherals and multiple languages remained resilient, while projects for mail-order operators expanded and business remained strong.」
This notes the expansion and strong performance of help desk demand and projects for mail-order operators, indicating an improvement from the temporary pressure on profitability caused by the launch of new services noted in the previous quarter. - FY2020-Q1WorsenedAnnual report
「In addition, demand for help desks supporting IT peripherals and multiple languages remained resilient, and projects for mail-order operators expanded. However, training costs associated with launching new services were incurred ahead of revenue, temporarily weighing on profitability.」
While demand for help desk services and projects for mail-order operators expanded, upfront training costs associated with launching new services actually emerged as a temporary drag on profitability. - FY2019AdvancedAnnual report
「The company operates approximately 1,000 seats in-house at its call centers, handling a wide range of services, from technical support for individual and corporate users of companies’ products and services to mail-order reception.」
The description specifies the in-house call center scale at approximately 1,000 seats and explains the range of services provided. - FY2019-Q3RestatedAnnual report
「In addition, demand for help desks supporting IT peripherals and multiple languages remained resilient, while projects for mail-order operators expanded and business remained firm.」
This continues to note resilient demand for help desk services, including multilingual support, and the expansion of projects for mail-order operators. - FY2019-Q2RestatedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, demand for help desks supporting IT peripherals and multiple languages remained solid, projects for online retailers expanded, and business remained strong. Integration benefits from bringing WELLCOM IS株式会社 and 株式会社ＪＢＭクリエイト into the group have also begun to emerge. In particular, earnings have improved substantially as locations and personnel have increasingly been shared.」
This continues to note resilient demand for help desk services, including multilingual support, the expansion of projects for mail-order operators, and improved profitability through the shared use of sites and personnel. - FY2019-Q1AdvancedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, demand for help desks supporting IT peripherals and multiple languages remained solid, projects for online retailers expanded, and business remained strong. Integration benefits from bringing WELLCOM IS株式会社 and 株式会社ＪＢＭクリエイト into the group have also begun to emerge. In particular, earnings have improved substantially as locations and personnel have increasingly been shared.」
In addition to resilient demand for help desk services, including multilingual support, this notes the expansion of projects for mail-order operators and a significant improvement in profitability through the shared use of sites and personnel. - FY2018AdvancedAnnual report
「Integration benefits from bringing WELLCOM IS株式会社 and 株式会社ＪＢＭクリエイト into the group have begun to emerge. In particular, earnings have improved substantially as locations and personnel have increasingly been shared.」
The commentary notes the integration benefits of WELLCOM IS and JBM Create in addition to the existing 5-location network, including a substantial improvement in earnings from the shared use of locations and personnel. - FY2018-Q3RestatedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, demand for help desks supporting IT peripherals and multiple languages remained solid. Although the burden of higher recruitment costs and labor expenses increased, both revenue and earnings grew steadily.」
The commentary continues to note solid demand for help desks, including multilingual support, and growth in revenue and earnings despite the burden of higher recruitment costs and labor expenses. - FY2018-Q2AdvancedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, demand for help desks supporting IT peripherals and multiple languages remained solid. Although the burden of higher recruitment costs and labor expenses increased, both revenue and earnings grew steadily.」
The commentary states that demand for help desks, including multilingual support, remained solid and that revenue and earnings grew despite the burden of higher recruitment costs and labor expenses. - FY2018-Q1AdvancedAnnual report
「In addition to the acquisitions of WELLCOM IS株式会社 in August 2015 and 株式会社ＪＢＭクリエイト in February 2016, a new call center was opened in Kitakyushu in December 2017, in an area adjacent to commercial facilities and residential neighborhoods where homemakers are more likely to gather, unlike the locations near stations and in office districts used previously. By opening distinctive call centers tailored to individuals' lifestyles, the company intends to continue proposing services suited to increasingly diverse working styles. With the opening of the Kitakyushu location, the group's call center network expanded to 5 locations, Tokyo, Osaka, Fukuoka, Kitakyushu and Kumamoto,」
The new Kitakyushu location expanded the call center network from 4 to 5 locations. The commentary also sets out a location and operating policy mindful of homemakers and increasingly diverse working styles. - FY2017AdvancedAnnual report
「Following the acquisitions of WELLCOM IS株式会社 in August 2015 and 株式会社ＪＢＭクリエイト in February 2016, the group's call centers comprised 4 locations, Tokyo, Osaka, Fukuoka and Kumamoto, and both revenue and earnings increased steadily.」
The commentary reports full-year results showing that the 4-location call center network was maintained and revenue and earnings increased steadily. - FY2017-Q3RestatedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, the earnings environment remained difficult due partly to higher recruitment costs and labor expenses, but demand for IT-related help desks remained solid and stable.」
While acknowledging the difficult earnings environment caused by higher recruitment costs and labor expenses, the commentary continues to explain that demand for IT-related help desks remains solid and stable. - FY2017-Q2WorsenedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, the earnings environment remained difficult due partly to higher recruitment costs and labor expenses, but demand for IT-related help desks remained solid and stable.」
Stable help desk demand has been maintained, but the commentary newly adds that higher recruitment costs and labor expenses have made the earnings environment difficult. - FY2017-Q1RestatedAnnual report
「In operation support services, including call center operations, which primarily provide help desk services related to IT peripherals and internet connections, competition remained intense, but demand for IT-related help desks remained solid and stable.」
While acknowledging the intense competitive environment, the commentary continues to explain that demand for IT-related help desks remains solid and stable. - FY2016AdvancedAnnual report
「Following the acquisitions of WELLCOM IS株式会社 in August 2015 and 株式会社ＪＢＭクリエイト in February 2016, the group's call centers expanded to 4 locations, Tokyo, Osaka, Fukuoka and Kumamoto, establishing a structure capable of handling large-scale projects.」
The commentary explains that the call center network was expanded to 4 locations through the acquisitions, establishing a structure capable of handling large-scale projects. - FY2016-Q3AdvancedAnnual report
「Demand for IT-related help desks remained resilient and stable. In addition, the Group's operating capabilities and scale expanded after WELLCOM IS株式会社 became a subsidiary in August 2015 and 株式会社ＪＢＭクリエイト became a subsidiary in February 2016, leaving the business as a whole on a firm footing.」
The disclosure identifies stable demand and the expansion of operating capabilities and scale through the addition of subsidiaries as business progress.