Mitsui & Co., Ltd. (Mitsui, head office: Chiyoda-ku, Tokyo, President: Masami Iijima) and Moshi Moshi Hotline, Inc. (Moshi Moshi Hotline, head office: Shibuya-ku, Tokyo, President: Hideaki Takeno) have jointly established MOCAP Vietnam Joint Stock Company (MOCAP Vietnam) in Hanoi, the capital of the Socialist Republic of Vietnam (Vietnam), in partnership with a local company. The new company will begin to provide call center services for the Vietnamese market in March 2010. MOCAP Vietnam is the first call center outsourcing company established in Vietnam from Japanese descend.
Economic growth and rising consumer spending power are creating a growing need for large-scale, high-quality customer care services. Demand for business outsourcing in the customer care field is expected to remain on an expansionary trend. Mitsui and Moshi Moshi Hotline both have extensive knowledge of business process outsourcing (BPO), especially call center operation, and have agreed to apply their combined expertise in the rapidly growing Asian market. MOCAP Vietnam is the second overseas call center business for Mitsui and Moshi Moshi Hotline since the joint acquisition of MOCAP (Thailand) in 2008.
MOCAP Vietnam will use call center management know-how based on years of experience in Japan to provide high-added-value services to businesses in Vietnam. Call center operations will commence with the provision of services for the telecommunications industry. The main customer and segment focus for customer service operations will be the mobile telephone business, which is experiencing sustained growth in customer numbers. In the future, the scope of the business will be expanded to include other business areas, such as finance and lifeline infrastructure.
MOCAP Vietnam - Services in Vietnam
- Call center services
Call center operation services centering on the provision of information and guidance via telephone, e-mail and other channels
- CRM marketing services
The provision of marketing services, ranging from customer acquisition to customer retention, with the aim of maximizing customer value for businesses
- Consulting services
Advice and support on various aspects of customer care, from the design of customer care operations to their establishment
- BPO services
Peripheral services relating to customer care, including the redesign and operation of back office systems
||50 billion Vietnamese dong (approximately 240 million Japanese yen)
Smart Media (local capital): 30%
Moshi Moshi Hotline: 15%
Reserved shares (*): 21%
(*) Reserved shares will be retained for up to three years with no registered owners.
Reasons for Establishment
Southeast Asian countries have achieved rapid economic growth in recent years. This is especially true of Vietnam, which according to a national census conducted in April 2009 is entering a demographic "golden age," in which its working population (people aged between 15 and 59) is double its dependent population (the sum of those aged 14 and under and 65 and older).
The acceleration of Vietnam's economic growth has been paralleled by a dramatic increase in the number of mobile telephone subscribers. This in turn has been reflected in the rapid expansion of demand for call centers to handle customer contact operations for mobile telephone companies. Moshi Moshi Hotline is predicting that the market for call center outsourcing in Vietnam will follow the same pattern as in Europe, North America and Japan, where demand for highly cost-effective customer contact functions has spread from the mobile telephone industry to broadband communications and the financial sector. By using call center operating knowledge accumulated through its activities in Japan, Moshi Moshi Hotline aims to build the new company into one of Vietnam's leading enterprises by developing high-added-value business operations with deep roots in the local market.
Mitsui is a general trading company dedicated to the creation of integrated global value chains in four business segments: resources and energy, logistics networks, infrastructure and consumer services. It has built an extensive business involvement in the IT sector. Key IT sector companies in which Mitsui has established capital positions include not only Moshi Moshi Hotline, but also Nihon Unisys, Mitsui Knowledge Industry Co., Ltd., T-Gaia Corporation and QVC Japan, Inc.
Moshi Moshi Hotline was established in June 1987 by a consortium of 12 companies led by Mitsui. Mitsui remains the company's largest shareholder with a shareholding of approximately 34%.
Moshi Moshi Hotline
Established in 1987, Moshi Moshi Hotline is a major telemarketing company in Japan. It has established its own call centers in over 30 locations throughout Japan and employs a group call center work force in excess of 20,000 staff/operator. It creates and operates call centers for several hundred Japanese companies, including major companies in industries ranging from telecommunications and broadcasting to finance and lifeline infrastructure. Its services also include research, human resource development, data mining and consulting. Moshi Moshi Hotline is listed on the first section of the Tokyo Stock Exchange (listing code: 4708).
Smart Media is an advertising company. It was established in February 2008 through investment from various sources, including the Vietnam Posts and Telecommunications Group (VNPT), Vietnam Television (VTV), the mobile telephone company MobiFone and Vietnam Post. It has excellent relationships with major local customers and will help MOCAP Vietnam to expand its business.
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