OUR PURPOSE & VALUES

Changing ourselves in order to solve unknown future problems

Amino: I believe that the BPO industry is at a major turning point now. Society is growing more digitalized, consumer behaviors and needs are becoming more diverse and complex, and the challenges facing our customers are changing significantly. We are strongly aware that while we should preserve our existing strengths, we must also pursue new challenges and change ourselves rather than maintaining the course we have followed thus far.

Wakatsuki: In terms of specific changes in the market, many companies are now moving to strengthen their engagement with customers. Services such as contact center and back-office functions—which are our core business—are growing in importance, as they are seen as primary points of contact with customers. I often hear people talking about wanting to enhance these contact points and make better use of the data obtained through them.

Amino: In order to respond to the expectations of society and our customers, I would like us to build on what we have cultivated so far and evolve into a company that can deliver services tailored to the digital era. Altius Link is the product of a merger of two of the major companies in the industry, and we are committed to leading the industry going forward. Our discussions of the Purpose started from the question of how to express and communicate these aspirations.

Wakatsuki: In the process of drafting the Purpose, at the same time as sustaining the corporate ideals and wording considered important by the two companies prior to the merger, we revisited the question of why this new company exists, as the value and significance of companies in society is being called into question in the context of current social conditions and market challenges.

Around 58,000 people work for Altius Link globally, and just as individuals have their own personality, so too does the company have a corporate personality. Our business will not grow unless we can unify our thinking in line with this personality. So we mapped out the path that the company should take from now on.

Amino: Based on the opinions of committee members and the employees who participated in our workshops, the Purpose expresses our intention to take the value of "connections between people and people, people and businesses, and people and society," which both pre-merger companies had upheld, and use the power of humans and technology to make this value more resilient, more fulfilling and reliable, and more exciting too.

The Purpose itself is short and expressed in rhetorical language, but its body text expresses the idea of making connections stronger, more fulfilling, and more exciting.

Wakatsuki: The Values express the guidelines for action and the value outlooks needed to make the Purpose into reality. As well as encapsulating basic human ideals such as trust, gratitude, respect, and sincerity, they explicitly reference values such as taking on challenges and innovating, which demonstrate our commitment to changing ourselves in order to solve the as-yet unknown problems of the future.

The connections that only we can create will bring bright futures

Amino: We launched Altius Link with the vision statement: "aiming for heights with Digital BPO, toward a trusted partner." Based on our Purpose and Values, we also drew up a three-year mid-term management plan to respond to major shifts in the business environment. Our growth strategy is to evolve in two major directions, based on our existing business.

The first is to standardize our services by leveraging digital technologies. We want to evolve into a company that provides problem-solving platform services, beyond conventional BPO services. The second direction is to strengthen our capacity for data-driven analysis and proposals, in a way that complements the operational capabilities we have nurtured thus far. We will use implementation of this mid-term management plan to bring us close to realizing the Purpose.

Wakatsuki: When drafting both the Purpose and the Values, our discussions took all kinds of stakeholders into account. Employees, our direct customers, their customers, wider society—the Purpose and Values have been created with all these stakeholders in mind, so going forward we want our activities to serve each of them.

To do so, we need to engage all of our stakeholders in cultivating bonds of trust, which both pre-merger companies had valued highly, and growing sustainably together. This notion is expressed in the opening phrase of the Values: "Earning trust."

Amino: The body text of the Purpose ends with the phrase: "The connections that only we can create will bring brighter futures." To make these futures into reality, we will reorganize our Sustainability Policy and contribute to the task of solving society's problems via our business. Through sustainability management in conjunction with the growth strategies under the mid-term management plan, we will strive to be a highly valued presence for our customers and for society. Our future vision is to be able to generate new forms of value different from conventional BPO companies.

Wakatsuki: We want to be the most trusted partner for our customers: the one that they go to first. Even during the COVID-19 pandemic when many services became difficult to access, we worked together with our customers to improve communication between businesses and consumers. That experience brought home to us the fact that our business itself is a form of social infrastructure. It kindled our strong resolve to become a company that takes pride in its role in social infrastructure and works hand-in-hand with customers and partners to co-create value.

Amino: Upholding the universal values of humankind, we will deploy cutting-edge technology to expand the scope and raise the quality of our business. By doing so, we want to enable every one of our employees to grow, and contribute to the sustainable growth of society as well as the advancement of our company. You can look forward to Altius Link's continued evolution and growth as we forge stronger connections with all our stakeholders.