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 2019 for the third consecutive year. In addition, HDI-Japan awarded our web support for the first time with the highest 3 Star rating. “Customers can comfortably use its services because sufficient information and help is provided,” 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
(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.
Number of hours engaged in volunteer activities for the year ended March 2020
Total hours in US segment: 57.7 hours
Back to school drive: 15 hours
Thanksgiving drive: 20 hours
Angel Tree: 22.5 hours
Total hours in Japan segment: 222 hours (74 people volunteered for 3 hours)
At TradeStation, there is a give-back to the community project known as "TradeStation Cares" that employees voluntarily operate and participate in. The project has a wide range of initiatives, including “Back to school drive” in which they donate school supplies such as stationery and bags to underprivileged children in neighboring schools. In addition, there are the “Thanksgiving drive” to provide food support during the Thanksgiving break, and also to donate gifts for holidays through “The Salvation Army Angel Tree”.
In Japan, starting with a cleanup effort at the Tokyo Port Wild Bird Park in June 2018, we have been organizing volunteer cleaning activities at the banks of the Arakawa River every year since 2019, and 2021 will be our fourth year. In 2021, a total of 74 employees and their families from Monex Group, Monex, Securities, Japan Catalyst, and Coincheck gathered to pick up plastic wastes and oversized garbage from the riverbed.
Prior to the cleanup activities, an online environmental lecture was held in the company to give employees and their families an opportunity to learn about the impact of plastics thrown into the ocean and rivers on the ecosystem and how the cleanup activities can help preserve the environment.