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CSR Activities

The CSR Activities of the Relia Group - Expanding the Circle of Reliance

Relia Group's CSR

Akihiko Nakamura
Director in charge of CSR

As a leading company in the call center industry, Relia Inc. has pursued its operations with a focus on the telemarketing business. Our outsourcing business, which includes back-office and field operation services, is currently expanding.
The core foundation of our company, with a large number of employees, is human resources. The Relia Group aims to contribute to the sustainable development of society from the perspective of creating job opportunities through our main business, providing diverse working styles, and human resources development.
We currently employ approximately 20,000 people in our more than 30 operation centers throughout Japan. In particular, we are contributing to job creation in Japan's regional areas and the revitalization of regional economies, with approximately 40% of our entire domestic staff employed in Hokkaido and Okinawa. Having brought Philippines-based SPi CRM, Inc. (now Inspiro Relia, Inc.) and Infocom Technologies, Inc., into the Group as consolidated subsidiaries in 2017, we are also pursuing CSR activities overseas.

For many years, Relia has placed efforts into the employment of people with disabilities. Our group company, Business Plus Inc., has 439.0 employees* as of June 2019. Our actual employment rate has maintained its high level, staying above 3.0% for the past seven consecutive years.

Since its establishment in 2002, these staff members and their supervisors have grown together and they have expanding its range of activities. In addition to cleaning and data entry work, they manage the company cafeteria, produce calendars and postcards for the New Year season, and make handmade Japanese paper year round. They are also actively engaged in new services, such as office chair cleaning, which they began in 2015, and sales of employee lanyards.

Our ongoing such efforts have been recognized, and in 2010, we received a commendation as an excellent company by the Tokyo Association of Employment Development. Business Plus employees were very successful at the 13th ABILYMPICS TOKYO in 2015, with one employee winning the gold medal in the PC data entry competition, as well as receiving the Tokyo Metropolitan Government Bureau of Industrial and Labor Affairs Director-General's Prize.

Relia Communications will promote to support the normalization of people with disabilities (people with disabilities and those without disabilities live in the society together without any distinction between them) and their independent lives.

Actual employment rate: 3.04%. Based on legally-prescribed calculation formula.

Specific Initiatives

Social Contributions through Business

·Job creation
Relia currently has approximately 20,000 staff working at its more than 30 operation centers around Japan. These include operations staff, as well as supervisors and local team members. In 2015, we introduced the Area Full-time Employee Program, which provides further opportunities for advancement. As of March 2019, more than 400 employees are working hard in these positions, taking the lead in the revitalization of their regions.

·Provision of opportunities to work
Relia established Business Plus Inc., a special subsidiary company, to promote the employment of people with disabilities. Since then, we have promoted to support the normalization of people with disabilities (people with disabilities and those without disabilities live together in the society without any distinction between them) and their independent lives.

As of June 1, 2019, the company had 439.0 employees. *

Actual employment rate: 3.04%. Based on legally-prescribed calculation formula.

Initiatives for diverse working styles

Empowering Women in the Workplace!

·Promotion of women's active participation in the workplace
- Highest level of Eruboshi certification -

The Relia Group has positioned the active participation in the company by a diverse range of people as one of its management challenges, and has engaged in a variety of initiatives to promote diversity. As a result of those initiatives, Relia and the group company, Maxcom, have been awarded Eruboshi (L Star) certification by the Minister of Health, Labour and Welfare as excellent companies under The Act on Promotion of Women's Participation and Advancement in the Workplace. Eruboshi certification is a scheme that rewards companies that do an outstanding job in formulating action plans based on the Act on Promotion of Women's Participation and Advancement in the Workplace and implementing initiatives for the promotion of women's active participation in the workplace. There are three levels of certification based on certain criteria that must be met, and Relia and Maxcom have been certified at Level 3, which is the highest level in the scheme, as they met all the evaluation criteria.

·Original certification obtained by City of Sapporo, Okinawa Prefecture, and City of Osaka

Relia is actively engaged in the development and expansion of personnel programs designed to realize a good work-life balance. These include programs to encourage employees to take childcare leave, and a scheme to allow employees with young children to work shorter hours that go beyond the statutory requirements (Relia's employees can take advantage of this scheme until their child enters fourth grade of elementary school). We are also actively introducing schemes that will allow the realization of diverse work styles, such as the establishment of a crèche inside the company (Okinawa), interviews with employees when they take maternity leave, advice for employees wishing to take childcare leave, and workshops for employees while they are out on maternity or childcare leave. These initiatives have resulted in the company being recognized by the City of Sapporo as a "Work-Life Balance Plus Company," and by Okinawa Prefecture as a "Work-Life Balance Company." In City of Osaka, we have earned "Two-Star" certification, the highest level, as a "Osaka City Leading Company for the Active Participation of Women" from the City of Osaka.

·Establishment of a comfortable workplace environment (Family Day)

Family Days, in which employees' children and other family members are invited to the workplace, are held at Relia's company headquarters and branches. This initiative acknowledges the importance of our employees' families and their support of our employees day to day, and provides an opportunity for employees to be conscious of creating a comfortable workplace for each other. They also give the children, who will one day go out to work in the society themselves, a glimpse of some aspects of working life, such as exchanging business cards and experiencing the work.

Community-oriented Activities

·Roadside beautification activities

On November 30, 2015, we signed a memorandum with the City of Sapporo for roadside beautification activities under the City's Adopt-a-Road Scheme. Starting in December 2015, our employees conduct roadside clean-ups once every three months in the neighborhoods surrounding our centers in the Sapporo district.

·Nature Conservation Activities

In Hokkaido and the Kansai region, we conduct a tree-planting program called "Let's Grow a Forest!"
This program is now an event for Relia Group employees and their families to interact with each other through nature conservation activities, and it has become an excellent opportunity to foster a sense of unity within the group by working together out in nature.

·Pink Ribbon campaign

The Pink Ribbon campaign is a movement to provide accurate information about breast cancer and to protect as many people as possible from the sadness that this disease brings.

Relia Communications has set up Pink Ribbon vending machines at its centers in Hokkaido, Tokyo, Osaka, and elsewhere, and donates a portion of the proceeds from those vending machine sales to Hokkaido Cancer Society, Japan Cancer Society, and J.POSH.

CSR Activities Overseas

·Assistance for more than 56,000 children

Inspiro Relia, Inc., our consolidated subsidiary in the Philippines, together with its affiliated companies and corporate clients, conducts CSR programs based at Inspiro Relia call centers.
These programs, which include environmental clean-ups and reading stories to the students of rehabilitation schools, are providing assistance for more than 56,000 children around the world.


Personnel and Labor Data

Definition of terms
Contract employee: Employee with provisions for term of employment based on a monthly wage.
Part-time worker: Employee with provisions for term of employment based on an hourly wage.
Item Unit Classification Total Male Female
Number of employees person Permanent full-time
1,077 806 271
person Contract employee 2,268 972 1,296
person Part-time worker 13,734 2,645 11,089
person Temporary worker 1,734 305 1,429
Average years
of service
year Permanent full-time
8.1 8.3 7.3
Average age year Permanent full-time
40.4 41.0 38.7
annual wage
JPY Permanent full-time
5,728,425 - -
Manager (Section Head or above) person Permanent full-time
118 108 10
Manager (Department Head or above) person Permanent full-time
43 39 4
New-graduate hire person Permanent full-time
16 6 10
Ratio of applicants to new hires time Permanent full-time
12.11 17.07 8.95
Mid-career hires person Permanent full-time
63 41 22
Ratio of applicants to hires
(new graduate/mid-career)
time Permanent full-time
- 21.5 13.1
Change of occupation or type of
person Promotion from contract employee to permanent
full-time employee
63 46 17
% - 73.0 27.0
Number of resignations person Permanent full-time
59 46 13
Average overtime hours per month hour Permanent full-time
29.7 - -
Rate of annual paid leave taken % Permanent full-time
63.8 - -
Rate of childcare leave taken % Permanent full-time
- 3.6 100.0
Fatality from industrial accident person Permanent full-time
0 0 0
person Contract employee 0 0 0
person Part-time worker 0 0 0
Employment of people with
person Actual number of
people employed
269 - -
person Number of employee
with disabilities (*)
439.0 - -
% Real employment rate 3.04 - -

Based on legally-prescribed calculation formula.

Environmental Data

Item Unit FY2018
Specific numerical target in the Mid-Term Business Plan related to environment overall At least 1% decrease year-on-year in energy intensity in the six years from FY2018 to FY2023
Total energy input GJ 160,582
Greenhouse gas emissions t-Co2 8,665
Total emissions of waste products, etc. t 26