#Japan #Tokyo #Real Estate #BPO Services #Bell System 24

Introduction

In a significant move to enhance the real estate management sector, Bell System 24 has launched its new "Condominium Management BPO Services." This initiative is designed to address the pressing challenges posed by labor shortages and the need for work style reform in the industry. With specialized centers established in Ikebukuro and Sapporo, the company aims to offer comprehensive support services for condominium management, expanding beyond the traditional inquiries and support roles to more strategic areas.

Background of the Service

Set against the backdrop of the upcoming amendment to the "Condominium Ownership Act" by the Ministry of Justice in May 2025, which is set to be implemented in April 2026, there is a forecast of increasing inquiries and processing operations for condominium management service providers. The real estate sector is grappling with multiple challenges, including a dwindling workforce, an aging employee demographic, and the accelerating push for work style reforms. Bell System 24, leveraging over 20 years of experience in condominium management inquiries and operations, has responded to these pressures by developing a specialized BPO service tailored for the industry.

Key Features of the Service

1. Specialized Support Center
A center dedicated to condominium management has been established, consolidating operations that were previously scattered across various locations into a specialized area in Ikebukuro and Sapporo, totaling around 100 seats. This arrangement facilitates the retention of experienced personnel and accelerates the accumulation of knowledge specific to management operations, resulting in improved service efficiency and quality.
Additionally, ongoing training and information-sharing sessions ensure that employees remain updated on the latest trends and practices in real estate, allowing for agile responses to fluctuating business demands.

2. Digital Transformation Support Through Advanced Technology
Bell System 24 employs skilled DX consultants who provide tailored solutions to meet the unique challenges faced by condominium management companies. Their approach transcends mere IT implementation, emphasizing the optimization of workflows, system construction, and operational support. Technologies such as AI-OCR facilitate the digitization of documents, while BI tools enhance business insights through data visualization and CRM analytics. Moreover, generative AI assists in summarizing communication data and optimizing engagement through chatbot implementations.

3. Expert Support Backed by Over Two Decades of Experience
The BPO service includes a team comprising certified professionals with essential skills in condominium management. They assist clients in distinguishing core and non-core operations for optimal functionality. Currently, Bell System 24 supports six out of the top ten condominium management companies in Japan, managing resident inquiries and contract preparations to reduce operational burdens and enhance resident satisfaction.

Scope of Service

The needs of condominium management vary throughout their lifecycle. Bell System 24 addresses a broad range of operational challenges, including strengthening sales capabilities, securing skilled labor, and advancing work style reforms.

Use Case Examples

- Case A: Consolidation of phone operations at Company A’s locations into the Bell System 24 contact center led to improved operational efficiency amid labor shortages.
- Case B: Training provided to Company B's new employees improved their phone communication skills, significantly lowering turnover rates among younger staff who traditionally struggled with phone interactions.
- Case C: Implementation of AI assistance for operational support at Company C enabled more effective use of voice recognition and analytics to enhance efficiency.
- Case D: Company D outsourced its urgent customer service to Bell System 24, resulting in reduced operational costs through optimized resource management and system replacements.

Future Outlook

Bell System 24 envisions growth as a comprehensive BPO partner, transitioning into new areas within the real estate sector, such as condominium development and rental management. The company aims for a revenue target of approximately 3 billion yen by February 2029 under this service framework.

For a deeper insight into Bell System 24’s operations, visit their corporate website. Since its inception in 1982 as Japan's first call center service provider, the company has continually evolved, establishing itself as a market leader in BPO services focused on enhancing client interactions and business processes through advanced technology and skilled personnel.