BELLSYSTEM24 : Mid-Term Management Plan 2025

Mid-Term Management Plan 2025

Take to the Next Level, Engage, and

Widen Your Voices of All of You

© BELLSYSTEM24, Inc.

Contents

Review of the previous Mid - Term Management Plan	3
Mid - Term Management Plan 2025	5
Changes in the Social Environment and Demand Arising from the
Changes	6
Concept of the Mid - Term Management Plan 2025	7
NEW BPO: ~ Take to the Next Level, Engage, and Widen Your Voices ~
Three Priority Measures	8
1 . Human Resources: Maximizing the Active Participation of Our
Workforce of 40,000 Employees	10

2 . Stylization: Taking CX Operations to the Next Level	13
3 . Co - creation: Exploring New Domains	19
Quantitative Targets	23
Human Capital Strategy	24
Sustainability: Material Issues andMedium - term Targets	25

© BELLSYSTEM24, Inc.

2

Review of the Previous Mid-Term Management Plan: Qualitative Aspects

Maximizing our workforce of 30,000 employees

• 3,000 home-based contact center seats achieved
• Given Grand Prize in the J-Win Diversity Award (active participation of women) and Gold certification in Pride Index(LGBTQ)
• Development of a career map and curriculum
• Human capital enhanced by making full use of data on 30,000 people

Creation of multifaceted value of voice data

• Use of multifaceted recognition solutions around voices as standard equipment
• Launch of the DX Direct Center that utilizes voice response data and emotion analysis
• Expansion of automation with chat bot and voice bot

Growing with partners for credibility and co-creation

• Strategic partnership cooperation with TOPPAN strengthened
• Establishment of Horizon One, which engages in consulting and BPO services in personnel and accounting affairs, jointly with Layers Consulting
• Partnerships with BrainPad and bellFace and expansion of foundation of overseas business

© BELLSYSTEM24, Inc.

3

Review of the Previous Mid-Term Management Plan: Quantitative Aspects

(Unit: billions of yen)

Revenue

Operating

profit

(Operating profit ratio)

ROE

Net DER

Average annual growth rate

7.2%

126.7

Average annual growth rate

11.110.2%

（8.8%）

14.8%

1.23 times

FY ended	FY ended	FY ended
Feb. 2020	Feb. 2021	Feb. 2022

156.1

14.9

（9.6%）

15.1%

0.75 times

FY ended

Feb. 2023

148.0

14.0

（9.5%）

14.8%

0.91 times

FY ended

Feb. 2023

• Previous Mid-term Management Plan

© BELLSYSTEM24, Inc.

4

Mid-Term Management Plan 2025

© BELLSYSTEM24, Inc.

5