THE CHALLENGE
Our client, a global leader in the short-form video industry (social network), faced the monumental task of safeguarding its community (content moderation) while navigating significant operational constraints related to cost and quality control.
Key challenges for the Content Moderation program included:
- Accuracy Rate (Quality Focus): The paramount requirement was maintaining a sustained moderation accuracy (QA Score) above 98.5%. Achieving this near-perfect quality was complicated by the sheer volume of content and the need for decision-making in seconds.
- Multilingual Nuance and Cultural Context: The team was required to moderate content in Bahasa, English, and Vietnamese. Ensuring accuracy in these diverse languages demanded deep cultural understanding to interpret localized hate speech and norms, which drives up the cost of training and staffing.
- High Volume, Competitive Pricing: The client required a BPO partner capable of handling massive, 24/7 content volumes and scaling capacity aggressively to meet market growth, while delivering this complex, high-stakes service at a competitive, long-term price point.
- Sustained Agility Amidst Policy Drift: The BPO partner had to prove its ability to continuously train agents through the client’s frequent, mandatory policy updates, ensuring consistent quality and compliance despite continuous regulatory changes.
OUR SOLUTIONS
Building a Team of Expertise
Content Moderators were recruited for native fluency in Bahasa (Indonesia), English, and Vietnamese, and were specifically trained to identify local contextual risks (e.g., regionally sensitive political imagery or dialect-specific slurs) to ensure highly accurate policy enforcement.
Focus on Time-to-Moderate
Operational workflows were rigorously optimized to prioritize and action the most severe violations (Tier 1 risk) with near-instantaneous speed, minimizing the window of exposure for harmful viral content.
Training
Content Moderators received continuous, mandatory training on content exposure management and psychological first aid to mitigate occupational stress.
QA
The primary performance metric was Blind Moderation Accuracy (QA Score), fostering a culture where policy compliance and user safety were always prioritized above throughput, leading to higher confidence in our enforcement decisions.
THE RESULTS
From 12 to 100
Content moderators in just 12 months of operations
Moderation Accuracy
Achieve 98% accuracy rate
Global User Base
Increased 400% After 5 years
