The Client

Our client is a prominent player in the entertainment industry, specializing in internet-based video services. They offer an advanced portfolio of live streaming, video broadcasting, and VoIP platforms enhanced with AI technologies. With global operations spanning over 30 offices and 6 R&D centers, the client empowers users to connect, communicate, and create in a secure, engaging, and innovative environment.

The Requirement

Their existing outsourcing partner failed to meet critical performance and quality benchmarks.

They needed:

• A reliable partner to take over content moderation support for the Asia-Pacific region.
• A cost-effective, multilingual talent pool from India with proven domain expertise.
• A partner with the agility to scale up and down during seasonal demand cycles.

The Challenges

They were dealing with several operational bottlenecks due to their former service provider, which included:

• High attrition and absenteeism delayed content moderation timelines.
• Subpar quality control and poor delivery standards across key Lines of Business (LOBs).
• Absence of a strong leadership team to stabilize operations.

These issues severely affected user trust, risking customer churn and threatening revenue projections.

Our Solution

We began our engagement with a pilot team of 45 skilled agents focused on high-priority LOBs. Our strategic and operational plan evolved as follows:

• Cross-skilling agents across LOBs to maximize flexibility and reduce training time.
• Deploy experienced hires from similar content moderation backgrounds to minimize learning curves.
• Building a robust buffer pool of trained resources to manage planned and unplanned absenteeism.
• Collaborating closely with the client's onshore team for initial training, later transitioning to our in-house training department for sustainable knowledge transfer.

As confidence grew, the client entrusted us with additional LOBs. Our recruitment engine provided cost-effective, multi-skilled agents aligned with the client's evolving needs.

The Outcome

The transformation was substantial:

• Productivity increased by 45% as a direct result of optimized processes and skill utilization.
• Client revenue targets exceeded 150%, demonstrating the success of our partnership.
• Operational costs were reduced by over 60%, further validating the scalability and efficiency of our model.
• The partnership scaled rapidly, with headcount growing to 634 FTEs in under a year.
• Based on exceptional performance, they recommended our services to a peer company, expanding our market footprint.

Scale Your Operations with Proven Content Moderation Solutions

Our extensive experience in content moderation, combined with a multilingual workforce and operational agility, ensures you meet performance goals while safeguarding your brand. Whether you're launching or expanding digital services, our specialized teams are equipped to deliver secure, efficient, and culturally attuned moderation at scale.

Partner with us to elevate your content quality, protect your community, and grow with confidence.

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