Contact Center and BPO Demand Driven by Social Change
First written in FY2022-Q3. 9 of 12 entries say "Restated". Latest entry: FY2026-H1.
Bewith moved to the "Worse" side of this theme in 2026.
The whole theme swung hardest in 2026: 1 of 6 companies on the "Worse" side.
0 other companies' latest entry also says "Reframed".
- FY2026-H1ReframedAnnual report
「Demand in the contact center and BPO industry in which the Group operates remains firm against a backdrop of a tight labor market and companies' efforts to review their cost structures, although supply constraints could also restrain industry conditions. Expectations for the use of generative AI as a means of easing these constraints have risen sharply, and adoption is progressing in a variety of applications, giving the industry the character of a testing ground due in part to the technology's compatibility with its business model.」
The explanation of industry demand has been reframed from its previous focus on social change, non-face-to-face customer service, and work-from-home operations to a focus on a tight labor market, companies' cost-structure reviews, supply constraints, and the progress of generative AI adoption. - FY2025RestatedAnnual report
「The contact center and BPO industry in which the Group operates continues to see strong demand and remains firm, supported by labor shortages and the increasing sophistication and complexity of services.」
The company reconfirms its view that contact center and BPO demand is strong, supported by labor shortages and increasingly sophisticated services. - FY2025-H1RestatedAnnual report
「The contact center and BPO industry in which the Group operates continues to see strong demand and remains firm, supported by demand for reshoring BPO triggered by China risk and rising demand for non-face-to-face customer service.」
The company reconfirms strong and firm demand in the contact center and BPO industry. Reshoring BPO triggered by China risk and non-face-to-face customer service are explicitly identified as demand drivers. - FY2024-Q3RestatedAnnual report
「A shift has begun from temporary digital utilization, such as establishing remote-work environments during the COVID-19 pandemic, to more fundamental digital utilization aimed at improving business quality and productivity. Against this backdrop, the market remained firm as demand expanded in multiple areas, including business digitalization, the restructuring of operating frameworks, the introduction of work-from-home operations, and strengthened BCP measures.」
The company reconfirms the shift from temporary digital utilization to fundamental digital utilization aimed at improving quality and productivity, together with expanding demand for digitalization, business restructuring, work-from-home operations, and BCP. - FY2024-Q2RestatedAnnual report
「In the contact center and BPO (business process outsourcing) industry, a shift has begun from temporary digital utilization, such as establishing remote-work environments during the COVID-19 pandemic, to more fundamental digital utilization aimed at improving business quality and productivity. Against this backdrop, the market remained firm as demand expanded in multiple areas, including business digitalization, the restructuring of operating frameworks, the introduction of work-from-home operations, and strengthened BCP measures.」
The company reconfirms the shift from temporary digital utilization to fundamental digital utilization aimed at improving quality and productivity, together with the resulting firmness of market demand. - FY2024-Q1ReframedAnnual report
「In the contact center and BPO (business process outsourcing) industry, a shift has begun from temporary digital utilization, such as establishing remote-work environments during the COVID-19 pandemic, to more fundamental digital utilization aimed at improving business quality and productivity.」
The explanation of market demand has been reframed from temporary digital utilization as a response to the COVID-19 pandemic to fundamental digital utilization aimed at improving business quality and productivity. - FY2023RestatedAnnual report
「The 2021 telemarketing market was estimated at ¥1.1 trillion. According to the same research institute, the market is also expected to remain firm going forward.」
The company reconfirms firm demand in the contact center and BPO market, citing labor shortages, digital transformation, non-face-to-face customer service, and outsourcing demand as the backdrop. - FY2023-Q3RestatedAnnual report
「In the contact center and BPO (business process outsourcing) industry in which the Group operates, market expansion driven by demand for higher labor productivity through business digitalization and the restructuring of operating frameworks has continued at a firm pace, against a backdrop of social change including changes in consumer behavior and labor shortages.」
Market demand for higher labor productivity through digitalization and the restructuring of operating frameworks continues at a firm pace, against a backdrop of changes in consumer behavior and labor shortages. - FY2023-Q2RestatedAnnual report
「In the contact center and BPO (business process outsourcing) industry in which the Group operates, the market remained firm as demand expanded in multiple areas, including business digitalization, the restructuring of operating frameworks, expanded work-from-home operations, and strengthened BCP measures, against a backdrop of social change such as changes in how companies operate, consumer behavior, and lifestyles.」
The company reconfirms the expansion of demand for digitalization, business restructuring, work-from-home operations, and BCP, driven by social change, as well as the firmness of the market. - FY2023-Q1RestatedAnnual report
「In the contact center and BPO (business process outsourcing) industry, the market remained firm as demand expanded in multiple areas, including business digitalization, the restructuring of operating frameworks, expanded work-from-home operations, and strengthened BCP measures, against a backdrop of social change such as changes in how companies operate, consumer behavior, and lifestyles.」
The company reconfirms the expansion of demand for digitalization, business restructuring, work-from-home operations, and BCP, driven by social change, as well as the firmness of the market. - FY2022RestatedAnnual report
「The contact center and BPO industry in which the company operates remained firm, supported by rising demand for non-face-to-face customer service amid the novel coronavirus environment. In addition, technological innovation is driving demand for further service sophistication, including improved productivity through business digitalization and the creation of added value through the accumulation and analysis of data.」
Demand for non-face-to-face customer service, digitalization, productivity improvements, and data utilization continues to be identified as a central feature of the industry environment. - FY2022-Q3First statedAnnual report
「Against a backdrop of social change, including changes in how companies operate, consumer behavior, and lifestyles amid the spread of the infection, the market remained firm as demand expanded in multiple areas, including business digitalization, the restructuring of operating frameworks, expanded work-from-home operations, and strengthened business continuity planning (BCP) measures.」
Expanding demand for digitalization, the restructuring of operating frameworks, work-from-home operations, and BCP measures is identified as a structural feature of the industry environment.