Employment System Reforms to Secure Talent over the Long Term

「In addition, our group company 株式会社ＴＢネクストコミュニケーションズ has adopted and implemented the AI interview tool “NALYSYS AI Interview,” provided by レバレジーズ株式会社, to promote recruitment AX. By accumulating the operational expertise and empirical data gained through the implementation of this AI interview system as proprietary knowledge, and conducting interview assessments and recruitment activities incorporating our own algorithms at the recruitment stage, we aim to reduce employee turnover and establish stable contact center operations.」

「The company ranked among the top 10 of the 160 companies that responded to the Human Capital Survey 2025 and was certified as a Human Capital Management Quality 2025 Gold company. It had received Silver certification in 2023 and 2024, making this its first Gold certification.」

「BELLSYSTEM24 VIETNAM Inc., a group company, signed a memorandum of understanding (MOU) on a strategic partnership for human resources development with Vietnam's Polytechnic College in June 2025 and held a signing ceremony. Through this partnership, the two parties will strengthen their collaboration to improve the quality of vocational education and support students in finding employment, while advancing human resources development to meet the needs of domestic and overseas labor markets. Going forward, the company will work to create more stable employment and enhance human resources in Vietnam and the other countries where it operates, thereby contributing to the development of a sustainable society.」

「The company has set targets of 25.0% female directors and executive officers and 30.0% female managers by 2031. Through these targets, it aims to strengthen women's leadership in management and incorporate diverse perspectives into management. It also aims to maintain an employment rate for people with disabilities of 2.50%, the statutory target.」

「As part of our talent initiatives, we joined the Health and Productivity Management Alliance in August 2024. The alliance is an organization comprising 416 companies and groups as of 30 July 2024 that share its vision of revitalizing Japanese companies and achieving sustainable health insurance systems through employee health.」

「As part of our talent initiatives, we received certification for the second consecutive year under the large enterprise category of the 2024 Certified Health and Productivity Management Organization recognition program, jointly conducted by the Ministry of Economy, Trade and Industry and the Japan Health Council. By actively promoting health and productivity management, we are creating an environment in which each employee can work actively and authentically, and will continue initiatives to promote work-life balance and prevent mental health problems. We also received the Human Capital Management Quality (Silver) certification for the first time under the Human Capital Survey 2023, one of Japan's largest surveys on human capital management and disclosure. We believe our proprietary Career Map System, which classifies jobs at the company into 33 categories and establishes training content for acquiring the knowledge and skills required for each job category, was recognized for clarifying employees' career paths and developing professionals.」

「As of 1 March 2024, women accounted for 18.2% of officers and 21.2% of managers, allowing us to achieve ahead of schedule the targets set for 2025.」

「As part of our ESG initiatives, we received the highest Gold rating under the PRIDE Index 2023, established by work with Pride to evaluate workplace initiatives relating to LGBTQ+, for the fifth consecutive year, demonstrating that we had met all certification criteria. During the fiscal year, we advanced various initiatives, including employee participation in LGBTQ+ events such as Sapporo Rainbow Pride and Rainbow Festa 2023 in Osaka, and issued guidelines for a new system allowing employees to use, at work, a commonly used name different from their legal name, such as a name matching their gender identity or a partner's surname. We also provided training for HR personnel through the internal HR College program to build knowledge of a broad range of characteristics, including nonbinary, intersex and asexual identities, with the aim of making it easier for diverse talent to apply and work at the company. In addition, we created a diversity page on the recruitment section of our official website and disclosed FAQs relating to LGBTQ+.」

「We were also selected as a constituent of the Morningstar Japan ex-REIT Gender Diversity Tilt Index (GenDi J).」

「During the three months ended the first quarter, to recruit and retain long-service personnel, we jointly developed with 株式会社ＤＵＭＳＣＯ an “operations-matching recruitment model” combining the use of an AI predictive model based on HR data accumulated within the company with recruitment criteria and processes. We began using the model company-wide.」

「We will pursue sustainable growth by advancing the three priority initiatives of this plan: (1) Talent: maximizing the contribution of a total workforce of 40,000; (2) Standardization: enhancing the sophistication of data utilization; and (3) Co-creation: developing new BPO fields. We have set targets of at least 20% women in management positions and at least 10% women among officers by FY2025. We are working to expand the talent pipeline for female employees by providing executive mentoring, career counseling and business skills training for women, and requiring all managers to include development plans for female employees reporting to them in their management-by-objectives (MBO) items.」

「We received the highest Gold rating under the PRIDE Index 2022, established by work with Pride to evaluate workplace initiatives relating to LGBTQ, for the fourth consecutive year. During the fiscal year, we advanced various initiatives, including employee participation in LGBTQ-related events such as Sapporo Rainbow Pride and Rainbow Festa! 2022, and holding study sessions on SOGI harassment to improve the workplace environment for LGBTQ people. In 2019, we revised the definition of “spouse” in our employment regulations and introduced a system extending employee benefits to same-sex partners and people in relationships equivalent to marriage. The first employee used this system during the fiscal year. We also signed a statement endorsing the Women's Empowerment Principles, or WEPs, and were approved as a participating company in September 2022.」

「We have adopted “creating a people-friendly workplace (community) where diverse talent can work happily and with peace of mind” as one of our action principles. We will continue working to create an environment in which employees from diverse backgrounds can work safely and for the long term, while promoting the development of sites suited to local characteristics.」

「As part of maximizing the capabilities of 30,000 employees, we received the highest Gold rating under the PRIDE Index, established by work with Pride to evaluate workplace initiatives relating to LGBTQ, for the third consecutive year. The PRIDE Index evaluates five areas: Policy, Representation, Inspiration, Development and Engagement/Empowerment. We endorsed the Business for Marriage Equality campaign for marriage equality, including legal recognition of same-sex marriage. We also designated June 2021 as our own “Bell Pride Month,” modeled on Pride Month, an awareness period for LGBTQ rights primarily in the United States and elsewhere around the world, and distributed weekly articles on our intranet to promote understanding of LGBTQ issues. These and other initiatives were recognized, and we again received high ratings in all categories.」

「To secure and retain personnel, we revised our employment and labor regulations to include employees with same-sex or common-law partners in the scope of employee benefits, held related online seminars and conducted awareness-raising activities, including participating in Rainbow Festa! 2019, one of Japan's largest diversity festivals. These and other initiatives were recognized with the highest Gold rating under the PRIDE Index, an evaluation index for workplace initiatives relating to LGBTQ, for the second consecutive year. We also decided to endorse the declaration of Business for Marriage Equality, which calls for achieving a more equal and livable society and the necessary legal reforms in earnest within the next few years, as we believe it shares common ground with our corporate philosophy.」

「During the three months ended the first quarter, one of our officers became the first in the call center industry to receive the individual Leader Award at the 2021 J-Win Diversity Awards, organized by J-Win and supported by the Cabinet Office, the Ministry of Health, Labour and Welfare and others.」

「In promoting diversity, we became the first company in the call center industry to receive the Basic Achievement Award, the highest award in the Basic category of the 2020 J-Win Diversity Awards, organized by J-Win and supported by the Cabinet Office, the Ministry of Health, Labour and Welfare and others. Under the PRIDE Index 2020, established by work with Pride to evaluate and support the promotion and adoption of diversity management relating to LGBTQ and other sexual minorities, we received the highest rating, Gold, for the second consecutive year. We have also received external recognition as a company promoting D&I.」

「Against this operating backdrop, the Group will work to achieve the goals of its medium-term management plan: maximizing the capabilities of 30,000 employees, promoting digital transformation through the use of voice data, and growing as a trusted, co-creative partner.」

「During the three months ended the first quarter, we became the first company in the call center industry to receive the Basic Achievement Award, the highest award in the Basic category of the 2020 J Win Diversity Awards, organized by NPO J Win and supported by the Cabinet Office, the Ministry of Health, Labour and Welfare and others. The award recognizes companies and individuals that position D&I as a management strategy, actively establish systems for continuously developing women leaders as a key priority, combine diverse capabilities and ideas, and foster an innovative organizational culture that creates new value.」

「We newly opened 7 SUDAchi (すだち) work-support facilities that hire people whose applications had previously been declined and provide intensive training in the skills required for contact center operations before job placement. They are now operated at 11 company-owned sites nationwide, including major sites in Sapporo, Tokyo, Osaka and Fukuoka. We also opened the Group's third company daycare center, Bell Kids Sapporo Nursery School, inside our solution center in Sapporo, Hokkaido, to support employees returning from maternity or childcare leave and help them balance childcare and work.」

「The Group is steadily implementing various initiatives to enhance talent management. In addition to opening SUDAchi (すだち) inside our solution center in Sapporo, Hokkaido, we opened a new company-owned solution center in the Sunshine 60 building in Ikebukuro, Tokyo, with SUDAchi located within it. We also opened the Group's third company daycare center, Bell Kids Sapporo Nursery School, inside our solution center in Sapporo, Hokkaido, to support employees returning from maternity or childcare leave and help them balance childcare and work.」

「The Group is steadily implementing various initiatives to enhance talent management. Following the initiative in Ikebukuro, Tokyo, during the previous consolidated fiscal year, we newly opened SUDAchi (すだち) inside our solution center in Sapporo, Hokkaido. SUDAchi hires people whose applications had previously been declined and provides intensive training in the skills required for contact center operations before job placement. We also opened the Group's third company daycare center, Bell Kids Sapporo Nursery School, inside our solution center in Sapporo, Hokkaido, to support employees returning from maternity or childcare leave and help them balance childcare and work.」

「During the three months ended the first quarter, we became the first company in the contact center industry to receive Platinum Kurumin certification from the Ministry of Health, Labour and Welfare and to be selected for the FY2018 Nadeshiko Brand, jointly sponsored by the Ministry of Economy, Trade and Industry and the Tokyo Stock Exchange, recognizing companies that actively promote women's advancement. We also became the first company in the contact center industry to receive the Excellence Award in the Recruitment category of the 8th Japan HR Challenge Awards for opening and expanding SUDAchi (すだち), a work-support facility that provides intensive training in the skills required for contact center operations before job placement. The initiative was recognized as an advanced effort to create an environment in which people can work stably over the long term and help address labor shortages.」

「The increase in employee numbers from the previous consolidated fiscal year was mainly due to including employees with indefinite-term employment contracts under the Group's conversion system in the employee count. Employee numbers increased by 6,706 from the previous consolidated fiscal year.」

「The Group is steadily advancing various initiatives to enhance talent management. To secure talented personnel and create an environment in which employees can work safely and for the long term, we revised our personnel systems, including establishing a career path for short-hours employees and introducing bonus payments. To support employees returning from maternity or childcare leave and help them balance childcare and work, we opened the Group's second company daycare center, Bell Kids Tenjin Nursery School, inside our solution center in Fukuoka Prefecture. We also opened SUDAchi (すだち), a facility inside our Ikebukuro Solution Center in Tokyo that hires people whose applications had previously been declined because of insufficient skills and provides the employment support needed to prepare them for immediate placement in contact center operations.」

「The Group is steadily advancing various initiatives to enhance talent management. During the six months ended the second quarter, we opened the Group's second company daycare center, Bell Kids Tenjin Nursery School, inside our solution center in Fukuoka Prefecture to support employees returning from maternity or childcare leave and help them balance childcare and work.」

「The Group opened its second company daycare center, Bell Kids Tenjin Nursery School, inside our solution center in Fukuoka Prefecture, following Bell Kids Toyosaki Nursery School, which was opened in Okinawa Prefecture in April 2017, to support employees returning from maternity or childcare leave and help them balance childcare and work. We are also steadily advancing various initiatives to enhance talent management. During the three months ended the first quarter, we received the highest-level Eruboshi certification awarded by the Ministry of Health, Labour and Welfare to companies with strong initiatives supporting women's advancement, and registered under Hiroshima Prefecture's registration system for companies supporting work-family balance.」

「The Group will continue to promote personnel system reforms to realize diverse working styles and stable employment, creating an environment in which all employees can work safely and with peace of mind over the long term.」

「As part of our efforts to secure talented personnel and create an environment in which employees can work safely and with peace of mind over the long term, we converted fixed-term employees who had completed 6 months of continuous employment to indefinite-term employment. From October 2017, we also expanded eligibility for Benefit Station, a comprehensive employee benefits service previously available only to regular employees, to contract employees with more than 3 months of continuous employment.」

「As part of our efforts to secure talented personnel and create an environment in which employees can work safely and with peace of mind over the long term, we decided to progressively convert fixed-term employees who had completed 6 months of continuous employment to indefinite-term employment from October 2017. We also decided to begin providing the comprehensive employee benefits service Benefit Station, previously available only to regular employees, to contract employees with more than 3 months of continuous employment. In addition, in April this year we opened the company daycare center Bell Kids Toyosaki Nursery School inside the Toyosaki Solution Center in Okinawa Prefecture to support balancing childcare and work.」

「As part of our efforts to secure talented personnel and create an environment in which employees can work safely and with peace of mind over the long term, we opened the company daycare center Bell Kids Toyosaki Nursery School inside the Toyosaki Solution Center in Okinawa Prefecture in April this year to support balancing childcare and work. In addition, the Group is promoting talent initiatives to enable diverse working styles, including converting fixed-term employees to regular employees and introducing mobile working and flextime systems.」

「Going forward, we will reform various personnel systems to create a foundation that accommodates diverse working styles, while seeking to secure talented personnel over the long term by strengthening recruitment and managing talent based on scientific analysis.」

「In response to these changes in the operating environment, the Group considers strengthening recruitment and retention under its “sites × talent” strategy to be an important challenge in expanding its business base. While working to appropriately pass costs through to service prices, we introduced a new personnel system as a measure to secure talented personnel over the long term and changed the employment status of CRM business site managers from fixed-term to indefinite-term employment. We also introduced a regionally restricted employee system that does not require nationwide transfers.」

「As measures to secure talented personnel over the long term, we introduced a new personnel system and, in March, changed the employment status of 150 CRM business site managers from fixed-term to indefinite-term employment. We also introduced a regionally restricted employee system that does not require nationwide transfers.」

「With regard to the talent initiatives on which the Group is focusing this fiscal year, as securing personnel becomes increasingly difficult against the backdrop of an economic recovery, we introduced a new personnel system in March as a measure to secure talented personnel over the long term. In addition to changing the employment status of 150 CRM business site managers from fixed-term to indefinite-term employment, we introduced a regionally restricted employee system that does not require nationwide transfers.」