The Client
A global digital entertainment platform offering AI-powered live streaming, video communication, and social content discovery. With 30+ offices and multiple R&D centers worldwide, the client sought expert support to manage content moderation across high-traffic platforms in the Asia-Pacific region.
The Requirement
The client approached us after an unsatisfactory experience with a previous vendor. They needed a scalable, high-quality solution for content moderation that could address multilingual traffic across diverse user bases in APAC. Core requirements included:
- Cost-effective, skilled content moderators
- Multilingual capabilities from regional talent in India
- Flexible ramp-up/ramp-down support for volume surges
- Improved quality, leadership, and operational oversight
The Challenges
Prior to our engagement, the client faced multiple issues:
- Poor quality and performance from the existing partner
- High attrition and absenteeism among moderators
- Inconsistent service delivery and lack of leadership accountability
- Risk of user attrition and negative impact on revenue and brand reputation
Our Solution
- Deployed a pilot team of 45 agents skilled in specific lines of business (LOBs)
- Progressively cross-trained agents across additional LOBs to increase flexibility
- Earned the client’s confidence to take over additional service areas
- Recruited experienced moderators to shorten training timelines and improve efficiency
- Added buffer staff to ensure business continuity during leaves or absences
- Scaled up rapidly and introduced new LOBs after stabilizing core operations
- Used all software platforms provided by the client for integrated delivery
- Full compliance with client IT security policies and tool usage
- Onshore-led training for the first batch, with in-house teams handling subsequent sessions
- Ongoing performance reviews and structured feedback loops
The Outcome
Our delivery model transformed the client’s content moderation operations:
- Increased productivity by 45% through expert staffing and process optimization
- Reduced operational costs by over 60% versus their previous vendor
- Exceeded client revenue targets by 150%
- Expanded team from 45 to 634 full-time employees by 2020
- Secured referral to a second client with a similar business model, leading to new engagements and continued service excellence
Scale Trust & Safety with Proven Content Moderation Expertise
Need to manage content across fast-moving platforms without compromising safety or quality? Our multilingual moderation teams help streaming businesses grow faster, safer, and smarter.
Partner with us to streamline content operations and achieve outstanding results—at scale.
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USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077
