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1 Supplementary Explanation Materials for Consolidated Financial Results for the First Quarter of the Fiscal Year Ending February 28, 2017 (July 13, 2016) BELLSYSTEM24 Holdings, Inc.

2 Overview of the Financial Results for the First Quarter of the Fiscal Year Ending February 28, 2017 Revenue increased 3.8% year on year, attributable to a rise in the core business which more than offset a decrease in the former BB Call operations and sluggish spot operations. In terms of profitability, operating income declined 1.6% year on year due to the expansion of new operations, the bottom line of which is making improvement. Net income increased 8.1% year on year, attributable to decreases in financial expenses and taxes. (Million yen) 1Q FY2016/2 1Q FY2017/2 YoY change Rate of change Current fiscal year s forecast Progress ratio Revenue CRM business Others Continuous operations Spot operations Operating income CRM business Others Net income [Existing operations] + [New operations, etc.] [Existing (former BB Call) operations] 25,794 26, % 104, % 23,936 24, % 16,666 19,166 2, % 4,404 3, % 2,867 2, % 1,858 1, % 2,329 2, % 9, % 2,236 2, % % 1,234 1, % 5, % Adjusted operating income (*) 2,643 2, % 9, % Adjusted quarterly net income (*) 1,436 1, % 5, % * See page 17 for adjusted quarterly operating income and adjusted net income BELLSYSTEM24 HOLDINGS, Inc. 2

3 First Quarter of the Fiscal Year Ending February 28, 2017: Revenue by Business Revenue from the core business (existing operations and new operations) rose 15.0% year on year. On the other hand, revenue from the former BB Call operations declined 19.7% year on year, but the reduction rate was lower than expected. Change in revenue by business (1QFY2016/2 and 1QFY2017/2) 25,794 Former BB Call operations Others 26,779 (Million yen) Spot operations Up 15.0% Existing operations + New operations 1 2 1Q FY2016/2 1Q FY2017/ BELLSYSTEM24 HOLDINGS, Inc. 3

4 First Quarter of the Fiscal Year Ending February 28, 2017: Revenue (Compared to a Year Ago) Revenue increased as a result of robust growth in the core business. (100 million yen) Growth in the core business Decrease in orders in the former BB Call operations 8.7 Impact from the absence of collaboration for Internet fiber optic lines in the previous fiscal year Revenue in FY2016/2 [Existing operations] + [New operations, etc.] [Existing (former BB Call) operations] Spot operations Others Revenue in FY2017/ BELLSYSTEM24 HOLDINGS, Inc. 4

5 First Quarter of the Fiscal Year Ending February 28, 2017: Operating Income (Compared to a Year Ago) Almost on par with the level a year ago primarily due to the impact from the former BB Call operations and spot operations, which partly offset growth in the core business. Decline in adjustment 影響 items Decrease in orders in the (100 million yen) former BB Call operations Pro forma standard taxation / Cost for maintaining listing, etc FY2016/2 Operating income Decline in temporary expenses, including adjustment items [Existing operations] + [New operations, etc.] Prior investment in CRM business [Existing (former BB Call) operations] Spot operations Other effects FY2016/2 Operating income 2016 BELLSYSTEM24 HOLDINGS, Inc. 5

6 First Quarter of the Fiscal Year Ending February 28, 2017: Cash Flows Although cash flows from operating activities for the first quarter of the fiscal year under review were 437 million, this is a temporary figure due to the payment of withholding tax in connection with the payment of dividends from subsidiaries. Cash flows from operating activities, excluding the temporary effect of the withholding tax on dividends, came to 2,268 million. The amount paid as the withholding tax has been refunded as a tax return. (Million yen) 2,268 1, ,705 2, Net income Depreciation Amount paid as withholding tax on payment of dividends from subsidiaries Others Cash flows from operating activities Returned withholding tax on dividends Cash flows from operating activities excluding temporary effect of the withholding tax on dividends 2016 BELLSYSTEM24 HOLDINGS, Inc. 6

7 First Quarter of the Fiscal Year Ending February 28, 2017: Revenue by Industry (Compared to a Year Ago) Revenue increased in all industries based on strong connections with clients. Revenue by industry* (excluding revenue from the former BB Call operations) (1QFY2016/2 and 1QFY2017/2) Other Utilities Manufacturing Transport and Communications Distribution (retail and wholesale) 129.2% 108.0% 110.3% 102.2% 139.2% Finance 106.5% Broadcasting, publishing, and information service 100.8% 2016 /02 期 1Q 2017/02 期 1Q 1QFY2016/ BELLSYSTEM24 HOLDINGS, Inc. 7 1QFY2017/2 * Breakdown of revenue by industry for the top 300 companies in terms of revenue in the Company s CRM business (excluding the former BB Call operations.)

8 Initiatives in FY2017/2 (Excerpts from the Results Briefing for the Fiscal Year Ended February 29, 2016) Expansion of CRM business Initiatives Enhancement of organization Priorities Winning new projects from existing customers Tapping into spot demand (national identification numbers, elections) Continuing to expand synergies with ITOCHU (overseas operations, collaboration with CTC, gaining new customers) Selling technological solutions externally (expanding sales of BellCloud VOC) Integrating the sales and operation divisions to strengthen strategic partnerships with clients Strengthening organs that will anticipate problems in new operations and solve them promptly Strengthening organs that will improve the retention of communicators and efficiency in hiring Strategic moves Overseas operations Starting small and growing big Developing and providing nextgeneration services using new technologies Focusing on recruiting and training center mangers in preparation for business growth (increasing the number of regular employees to be hired, introducing a system for hiring employees in limited areas) Establishing large bases in anticipation of business expansion Developing a strategy for adding new bases (home offices, small offices) 2016 BELLSYSTEM24 HOLDINGS, Inc. 8

9 Topics for the First Quarter ~ Synergy with ITOCHU ~ In collaboration with the ITOCHU Group, the Company generated revenue of about 1.4 billion yen by expanding existing operations as well as adding 3 new operations for the group companies, affiliates, and business connections of the ITOCHU Group. (Compared to cumulative revenue of about 2.4 billion for the FY2016/2) * Including revenue from spot operations Major medical device manufacturers Major insurance companies Mega banks Major communication carriers Approx. 1.4 billion ITOCHU Group Major convenience store chains Major electronics manufacturers Major credit companies Major food companies Major apparel companies Major investment managers Major healthcare manufacturers Approx. 2.4 billion 1QFY2016/2 年 2 月期 QFY2016/2 年 2 月期 3QFY2016/2 年 2 月期 4QFY2016/2 年 2 月期 1QFY2017/2 年 2 月期 1Q 2Q 3Q 4Q 1Q 2016 BELLSYSTEM24 HOLDINGS, Inc. 9

10 Topics for the First Quarter ~ Identification numberrelated operations ~ Continuing from the previous fiscal term, the Company received the consignment of national identification numberrelated operations from the Ministry of Internal Affairs and Communications, financial institutions, and other organizations. It achieved revenue of about 700 million for the first quarter of the fiscal year under review. Changes in revenue from national identification numberrelated operations Approx. 700 million (3 months for 1Q of current fiscal year) 500 million Approx. 900 million (12 months for previous fiscal year) 1QFY2016/2 年 2 月期 2QFY2016/ 年 2 月期 3QFY2016/2 年 2 月期 4QFY2016/2 年 2 月期 1QFY2017/2 年 2 月期 1Q 2Q 3Q 4Q 1Q 2016 BELLSYSTEM24 HOLDINGS, Inc. 10

11 Topics for the First Quarter ~ Transferring workers with fixedterm contracts to regular employees ~ The Company reviewed the personnel system for fixedterm contract workers, including call center staff, and changed the status of 150 contract workers in certain job positions to regular employees as of March 1. (An additional 50 persons will made regular employees in September.) Background Strategy Business expansion Greater competition in recruitment market Further improvement in quality and productivity Shift to longterm employment through introduction of new personnel system Securing and developing personnel and expert managers who are indispensable to the Company s business Measures Made 150 fixedterm contract workers (mainly on site managers) regular employees This change will be made twice a year. In September, an additional 50 contract workers are scheduled to be made regular employees (Please refer to press release dated April 8, 2016). At the same time, the Company introduced a system for hiring employees in limited areas and successfully diversified the ways in which people work BELLSYSTEM24 HOLDINGS, Inc. 11

12 Topics for the First Quarter ~ Establishing superior large bases ~ Three large bases for centers have already been secured for establishment by the end of fiscal year ending February 2017 in preparation for future business expansion. Number of centers: 26 > 29 Matsue SC Kanazawa SC Number of seats: 13,544 > Over 15,500 Asahikawa SC Hokkaido Branch Sapporo SC No. 1 Sapporo SC No. 2 Sapporo SC No. 3 Tohoku Branch Sendai SC Saitama SC Nakano SC Tohoku Sendai SC No. 2 (temporary name) Scheduled to open in August Fukuoka Fukuoka SC No. 4 (temporary name) Scheduled to open in August Fukuoka SC No. 5 (temporary name) Scheduled to open in August Chubu Branch Nagoya SC Kansai Branch Osaka SC Kobe SC Takamatsu SC Ikebukuro SC Head Office Harumi Island Triton Square Office Tower Y 1811 Harumi, Chuoku, Tokyo Kyushu Branch Fukuoka SC No. 1 Fukuoka SC No. 2 Fukuoka SC No. 3 Chugoku Branch Hiroshima SC No. 1 Hiroshima SC No. 2 Hiroshima SC No. 3 Kawasaki SC Minatomirai SC JRJP Hakata Building Noborikawa SC Okinawa SC No. 1 Okinawa SC No. 2 Toyosaki SC * SC: Solution Center 2016 BELLSYSTEM24 HOLDINGS, Inc. 12

13 Topics for the First Quarter ~ Obtained the COPC certification ~ The Company s Nakano Solution Center obtained the COPC certification, an international quality standard for contact center operations. 各位 2016 年 5 月 26 日 株式会社ベルシステム 24 ベルシステム 24 コンタクトセンター業務の国際品質規格 COPC 認証を取得 What is COPC certification? COPC certification is offered only to organizations with operational systems that ensure high levels of customer satisfaction. Global quality assurance standards Only 48 entities around the world have obtained this certification (as of May 2016) 株式会社ベルシステム 24( 代表取締役社長執行役員柘植一郎 以下 ベルシステム 24 ) は 今般 中野ソリューションセンターにおいて コンタクトセンター業務の国際的な品質保証規格 COPC OSP 規格 Release5.2( 以下 COPC 規格 )( 1) の認証を取得しました COPC 規格の認証は コンタクトセンターにおいて お客様の非常に高い満足と それを実現するための運営が実現できている組織のみに提供される グローバル基準の品質保証規格です 2016 年 5 月現在 同規格を取得している企業数は 厳格な認証審査のもと 全世界において 48 団体のみです 日本における唯一の COPC 規格監査実施機関である株式会社プロシード ( 2) は ベルシステム 24 の COPC 規格の認証取得について 以下のようにコメントしています ベルシステム 24 は人材 プロセス テクノロジーが三位一体となって優れたパフォーマンス成果をあげ 科 学的なコンタクトセンター運営を実現しています 目標達成に対する徹底した管理 分析力と個々の高い スキルを生かす組織力は 世界基準で優良組織と証するにふさわしい ベルシステム 24 は 引き続きお客様の期待にお応えできるよう 高品質な運用を提供してまいります 年に米国において コールセンター業務を実施 発注する企業 ( マイクロソフト デル アメリカンエキスプレス等 ) が集まり オペレーションの品質を上げ 顧客満足度を向上させるマネジメントモデルの作成が開始されました 米国国家経営品質賞 ( マルコム ボルドリッジ賞 =MB 賞 ) の概念に基づき 世界的に需要が拡大し始めたコールセンター業務に対応できる パフォーマンス改善モデル として COPC 規格が誕生し また規格の運用 維持のための組織として 米国 COPC 社 (COPC Inc.) が設立されました COPC は COPC 社 ( 本社 : 米国フロリダ州 ) の登録商標です 詳しくは をご覧ください 2 株式会社プロシード ( 代表取締役社長西野弘 ) は 日本で唯一の COPC 規格監査実施機関であり コールセンターマネジメント IT サービスマネジメント IT 調達マネジメントの分野における マネジメントフレームワークを用いた教育研修 導入コンサルティング および業務改善コンサルティングを行っています 詳しくは をご覧ください 本文中に記載されている会社名 製品名は 各社の登録商標または商標です 本件に関するお問い合わせ 株式会社ベルシステム 24 ホールディングス広報 IR 室 pr@bell24.co.jp /TEL: ( 広報 IR 室 ) 2016 BELLSYSTEM24 HOLDINGS, Inc. 13

14 Growth Strategy Initiatives from the Second Quarter Onward 2016 BELLSYSTEM24 HOLDINGS, Inc. 14

15 Growth Strategies and Measures Tackling future changes in the environment surrounding the Company and CRM market, the Company will work to expand its business foundation in the Customer Touchpoint Frontline Business. Focus on the financial industry, the Company s priority target, in the identification numberrelated operations Establishment of day care centers for children (scheduled for this winter) New base in Vietnam Establishment of Fukuoka JRJP Building (scheduled to open in August) The launch of BellCloud Performance Manager BellCloud for Telework Promotion of work at home (announced on July 13, 2016) 2016 BELLSYSTEM24 HOLDINGS, Inc. 15

16 Developing and providing nextgeneration services using new technologies The Company launched new services based on an exclusive contract with Spoken Communications in the US, a leading provider supporting over 5 million calls a month on a global basis. Launched BellCloud Performance Manager and BellCloud for Telework that offer various functions in the cloud BellCloud Performance Manager Various operational management tools offered in the cloud, including monitoring tools that can visually manage operations ranging from work at home to large scale projects BellCloud for Telework Management tools for call centers with staff working from home, etc. that ensure a highly secure environment through the use of logging in with onetime passwords and thin client. Image of Services Consumer Talking with operator Heat maps are used to visualize performance Manager Monitoring from a remote location Log in on to servers Operator working from home Thin client is used. Operator working from home Thin client is used. Small offices (Number of operators: ) Thin client is used BELLSYSTEM24 HOLDINGS, Inc. 16 Communication with consumers via the servers, and logs are stored in the servers.

17 Note The content of these explanations and reference materials contains forecasts about the future financial results of the Company. These forecasts are based on the judgment of the Company using information that is currently available, and thus they contain potential risks and uncertainties regarding their feasibility. Please note that actual results may differ materially from the forecasts in this document. Adjusted Operating Income and Adjusted Net Income The adjusted operating income and adjusted net income are not indicators defined by the International Accounting Standards. They are financial indicators that the Company considers to be useful for investors in evaluating the business performance of the Company Group. The adjusted operating income and adjusted net income exclude the impact of management fees, listingrelated expenses and organization expenses, which are not expected to arise after listing, and nonrecurring gain and loss items (items that are not considered to reflect the results of ordinary operating activities or items that do not appropriately show the business performance of the Company Group compared to competitors). The adjusted operating income and adjusted net income are calculated based on the following formula. Adjusted operating income = Operating income + Management fees (*1) + Listingrelated expenses + Sharebased compensation expenses that assume listing + Organization expenses + Loss on sales and retirement of noncurrent assets + Other expenses (*2) Other revenues (*3) Adjusted net income = Net income + Management fees (*1) + Listingrelated expenses + Sharebased compensation expenses that assume listing + Organization expenses + Loss on sales and retirement of noncurrent assets + Other expenses (*2) Other revenues (*3) Tax adjustment amount of adjustment items (*1) Refers to compensation based on the management agreement between the Company and Bain Capital Partners, LLC and ITOCHU Corporation. (*2) Of other expenses under the International Accounting Standards, those that fall under extraordinary losses under the Japanese Accounting Standards (excluding loss on sales and retirement of noncurrent assets) (*3) Of other revenues under the International Accounting Standards, those that fall under extraordinary income under the Japanese Accounting Standards Adjusted operating income and adjusted net income are not subject to the audit or the quarterly review specified in Article 1932, Paragraph 1 of the Financial Instruments and Exchange Act. The adjusted operating income and adjusted net income exclude some of the items that have an impact on operating income and net income, and thus have significant limitations as analytical tools. For this reason, they should not be considered as alternative indicators for other indicators that are presented in accordance with the International Accounting Standards. Because the method for calculating the adjusted operating income and adjusted net income of the Company Group is different from those for the same or similar indicators of other companies in the same industry, 2016 BELLSYSTEM24 the adjusted operating HOLDINGS, income Inc. and adjusted net income cannot be compared with those 17 of other companies in certain cases. As a result, their usability could decline.

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