Content ModerationCase Study

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World travel specialist achieves brand trustand scale through multilingual moderation

World travel specialist achieves brand trustand scale through multilingual moderation

Challenge

Single-site content moderationservices in 12 EMEA languagesReliable Business Continuity PlanUp-to-date global knowledge baseHigh seasonality and cost spikesConsistent brand protection and scale

Results

Why ConectysSingle-site delivery with globalexpansion capabilitiesMultilingual experience in over 35languages across EMEA territoriesAbility to handle high seasonalityCost savings through rightshoring tosmart locationsGuaranteed brand protectionPartnered approach and fullypersonalised, brand-aligned facilities

Content Moderation Case Study

single-site delivery & multilingualteam close to 100 moderators

__________________

over 6,300,000User Generated Content

pieces moderated since go-live_________________

over 95% Quality(above 92% SLA)

_________________

Turnaround Time1.4x shorter than SLA

Subject Matter Experts,Tier 2 reporting,

hosted knowledge base__________________

internalised escalationprocess (only 0.01%

reach Level 3)

The client, a top travel specialist website,required content moderation services in 12languages covering EMEA territories.

They were looking for single-site delivery,combined with excellent multilingual andmulticultural abilities and user data security.

The client chose Conectys for theiroutsourcing partner, benefiting from a highlytailored service offer and a collaborativeworkforce recruitment process through whichthey gathered the most passionate worldtravellers and language experts.

Conectys facilitated client presence on-siteduring the first weeks of go-live and duringscheduled visits for ongoing servicecalibration. The open communication andjoint monitoring and coaching succeeded incombining the two companies' cultures ofexcellence and created a friendly, supportiveand highly efficient work culture.

The client's team at Conectys hasmoderated over 6 million online UserGenerated Content pieces, prompting theclient to reevaluate the scope of work in thelight of significant service optimisation.

With over 80% agent productivity and a623% staff growth, the outsourcedoperations have yielded results exceedingthe Quality SLA of 92% by 3%.

After 2 years of operational consistency andvalue beyond KPIs, the client continues totrust Conectys with its brand and community.

CONTENT MODERATION CASE STUDY

Solution

Detailed Due Diligenceprocess and GovernanceModel with leadership inputCollaborative multilingualrecruiting and trainingOptimised coaching andprogression filesInternalised escalation processthrough Subject Matter ExpertsAutomated SLA notificationsScheduled calls and visitsOnline content moderation andinternal Tier 2 reporting teamEmployee EngagementScheme and cultural supportChange Management andoptimisation

Want to protect yourcommunity with topcontent moderation?

Let's talk solutions:EU +32 929 80111

UK +44 203 318 1593US +1 646 381 1599

EU +32 929 80111 | UK +44 203 318 1593 | US +1 646 381 1599

1 PRECIZIEI BLVD, BUCHAREST 062202, ROMANIA

Contact us at sales@conectys.com

35+ 2600 24/7 10LANGUAGES SEATS DELIVERY LOCATIONS