Hachinohe Contact center Office
Background to the opening of the contact center
There were more than one candidate site in setting up a contact center in Hachinohe, Aomori Prefecture in 2008. Hachinohe City was the only one that met all requirements, namely, connectivity with Monex, Inc.’s Tokyo head office by land within three hours and a potential cooperative system with prefectural or municipal authorities on the regional front, availability of higher education facilities, such as universities, on the human resources front as well as being blessed with the environment.
Given that contact center operations in which customer contact is concentrated may come under enormous stress when the center is flooded with inquiries, for example, availability of a favorable environment for those working there was one of the critical determining factors.
Since the Hachinohe Contact center was launched, we have mainly hired local staff and currently, 50 operators in total carefully handle 1,300 inquiries on average a day. The center has a clerical work center on the property, where about 50 employees are engaged in paperwork related to Monex’s account registration.
In addition, the Hachinohe Office performs a key role in developing the company’s human resources by providing new recruits hired in Tokyo with a place to learn practical securities business, including contact center operations.
External agency’s evaluation
Monex, Inc. was awarded the highest 3 Star rating for its customer support centers by HDI-Japan in 2018 for the second consecutive year. “Operators talk articulately at an individual customer’s pace, which brings a sense of reassurance. Moreover, they describe products and explain transactions in a very professional manner and with confidence while communicating the company’s advantages, which helps eliminate customers’ sense of insecurity about direct transactions,” HDI-Japan noted. The Hachinohe Contact center, which handles most of inquiries from customers, makes a great contribution to boosting the company’s customer facing ratings.
Sponsorship for a local festival
The Hachinohe Sansha Taisai Festival held for five days from July 31 through August 4 annually in Hachinohe City, which is designated as an important intangible folk cultural property, draws over one million participants, boasting of a history and tradition of about 300 years. In December 2016 it was registered in the UNESCO Intangible Cultural Heritage list of Yama, Hoko and Yatai festivals in Japan.
Monex sends quite a few employees to take part in the festival every year and has sponsored the production of gorgeous floats over the past five years, thereby contributing to invigorating the local community. In this way, it has continued with efforts to be received by the community while closely involving itself in regional culture.
(The Sansha Taisai Festival in 2015)
Invitation of a Hachinohe local products fair to the Customer Appreciation Day
On Monex’s Customer Appreciation Day held in February 2018, we invited people in Hachinohe to exhibit local products to introduce them to visitors so that our relationship with Hachinohe may be widely understood.
(Monex’s Customer Appreciation Day in 2018)
Social Contribution Spending
The Monex Group carries out cultural contribution activities and offers support or relief money and donations on a continuous basis. When the Great East Japan Earthquake and Tsunami occurred, the group donated 15 million yen and five million yen to the Hachinohe disaster prevention fund and the Japanese Red Cross Society, respectively. Besides these, the group sponsors the Mori Art Museum, the New Japan Philharmonic, Ministry of Education, Culture, Sports, Science and Technology-backed Tobitate! Ryugaku Japan, the Japan-U.S. Symposium to name but a few.
National investment seminars
Monex, Inc. organizes about five investment seminars a year across the nation, each of which attracts some 500 participants. Not only our CEO and Chief Strategist but outside experts take the rostrum and provide customers with an investment education opportunity on a face-to-face basis.
Total number of seminars held by region (2013-2018)
Annual total number of participants
Based on the belief that enhancing individual financial literacy helps activate the capital market and develop the economy, Monex, Inc. has focused on educating the public on investment since it was founded.
Monex disseminates the latest information on investment through online seminars proactively. In addition to those limited to its customers, the company organizes those in which any individual investor can take part as well, thereby providing investors with information widely.
Online seminars organized by Monex, Inc. – Number of participants and seminars
Investment education at Monex University
Monex set up Monex University, which performs the pivotal role in investment education, within the organization to carry out activities targeting mainly novice investors continuously.
Charity university lectures
Monex has delivered four charity lectures a month for Master in Business Administration (MBA) programs at Aoyama Business School since April 2014. In the first semester, it offered the ROE management course and in the second semester, it lectured on the survey of financial and capital markets; about 240 students in total have enrolled thus far.
Investment education for future generations
Monex has sponsored the MIRAI SUMMER CAMP kids’ workshop hosted by Mori Building, which provides children with a cutting-edge opportunity to learn, for three straight years since 2016. In 2018 in a workshop titled “Money’s job ~ Now, let money work!” the company explained to 20 children aged 10 to 15 about how the financial system works in a fun manner.
Moreover, it has also given mock lessons on investment at primary schools or lectures to educate high school students on investment and those on finance tailored to college students as well.
(KIDS' WORKSHOP 2018/MIRAI SUMMER CAMP hosted by Mori Building in July 2018)
Sponsorship for the BO; co-organizing lectures on investment with the JPX
In August 2018, Monex organized a money school in cooperation with the Central Council for Financial Services Information (Secretariat: Public Relations Department, Bank of Japan) in a commercial facility. Additionally, it has co-organized an annual investment education lecture with the Japan Exchange Group (JPX) continuously.
Publication of books
In June 2018, the company published a book titled Tips on how to boost money you can start with 1,000 yen targeting novices at investment and asset management (authored by Nana Otsuki, Monex University, published by Wani Books).
As one of investment education programs targeting individual investors, TradeStation implements an academic program to provide students of 27 universities and other educational institutions across the U.S., including Carnegie Mellon University, the University of Pennsylvania, and New York University, with an educational environment where they can learn trading strategy or risk management through virtual learning courses free of charge.