Our Business Continuity Plan (BCP) Initiatives

The Group’s business activities serve the role of being an important social infrastructure that supports the lives of individuals, while also bearing responsibility for continuously supporting the business operations of our client companies and ensuring stable operations. In order to realize continuity of business by ensuring that our operations proceed without delay while securing the safety of our employees as a top priority even in the event of an unpredictable emergency such as an earthquake, large-scale disaster, or pandemic, we have formulated a business continuity plan (BCP) and have been conducting regular training to make sure we are able to respond smoothly in such event. Through such training, we are building a system that can respond quickly and effectively in the event of a disaster.

BCP Measures at Our Contact Centers

Training to prepare for emergencies

Once a year, full-time employees are subject to participating in earthquake training. Approximately 70% of our full-time employees work in contact centers and BPO centers where fixed-term employees mainly work, and it is conceivable that even regular employees could assume leadership positions in these areas. For this reason, all full-time employees are encouraged to acquire management-level disaster awareness to ensure the safety of our employees.
In addition, contact centers and BPO centers face unique issues such as how to respond to calls or how to deal with security measures (prohibiting the use of smartphones, locking the doors of work spaces, etc.) in the event of an emergency. Considering these factors, we conduct training using original content and follow up with group discussions at each site to promote awareness among employees.

Training for payment of salaries

The Group has offices throughout Japan with employees engaged in business operations. In consideration of the possibility that functions of the head office may be suspended in the event of an emergency, we have taken all possible measures to prevent the disruption of important operations such as payment of salaries to employees. We perform training so that, in the event of an emergency in the Tokyo metropolitan area, the Sapporo office can assume head office functions as a substitute.

Training for employee communication systems

The Group conducts bi-annual safety confirmation training for all employees which utilizes a system. The purpose of this training is to establish a system for quickly and reliably confirming the safety of all employees in the event of an emergency. Through such training, we confirm that there are no omissions with the registrations in the safety confirmation system and that employees are able to operate the system correctly. This ensures that in the event of an actual emergency, no one will be left out of the safety check and information for everyone can be quickly collected.

Formulation of guidelines for customers

Discussions regarding supply chain resilience and corporate sustainability have become more active, with particular emphasis placed on preparedness for large-scale natural disasters. In response to this, the Group is preparing to organize and present important items that should be discussed with customers at the sites of operation.
Through our outreach, we aim to encourage our client companies to review and strengthen their business continuity plans (BCP) to prepare for times of emergency. This will help each company reassess their own business continuity issues and proceed with studies to take the necessary measures. Through this initiative, we will support stronger and more sustainable business operations and further deepen our relationships of trust we have with our customers.

Promoting understanding toward work-at-home contact centers^*1

In recent years, planned shutdowns due to not only earthquakes but also weather conditions such as typhoons and heavy rain have been increasing, and more and more contact centers are struggling to keep their operations active.
In order to ensure the continuity of operations even under such circumstances, the Group has strengthened the system of utilizing work-at-home contact centers. Work-at-home contact centers reduce reliance on physical locations and allow employees to work from home, ensuring the flexibility to quickly resume or continue operations in the event of a temporary closure of a location due to a natural disaster or a disruption of transportation systems.
We will continue to promote an understanding of the benefits of work-at-home contact centers among our clients and support business continuity.