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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
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Our Solution

Strategic Approach
  • 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
Operational Approach
  • 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
Security Measures Implemented
  • 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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