Challenge
Got your headset handy? This client is a video game developer and a pioneer in virtual reality (VR) social experiences. They wanted to protect the most vulnerable users of their metaverse gaming experience from monetary fraud, cyberbullying, trafficking, sex offenses, and identity theft.
The goal was clear: develop a virtual content trust and safety program. They lacked existing benchmarks, though, so they turned to Concentrix to define processes and set metrics (just a few of our many passions).
Solution
This was an exciting opportunity for our content trust and safety team—our first content moderation program to operate within a VR world!
We started the game at Level One: collaborating with the client to understand the experience, abilities, and limitations of the virtual environment. With metaverse gaming taking off. and gamers as a group becoming more diverse and ubiquitous, we knew it was important to understand:
- Who gamers are in their market
- Where and what they play
- What matters to them
- What social dynamics are at play within the gaming community
Once we had the data, it was on to Level Two: building a robust, extremely agile support model in a dynamic space. Our experience in gaming moderation meant we could support the client in defining metrics that mattered—and key processes like quality, productivity tracking, real-time monitoring, accuracy checks, and work hours while wearing a VR headset.
Level Three: scaling it! We grew the program from 10 to 110 staff (!) within the first year. This included a team of 65 content trust and safety experts moderating global users in live scenarios to catch offenders who violated the client’s terms and conditions around harassment, cyberbullying, identity theft, monetary fraud, sexual content, inappropriate conversations, sharing of personal information, and more. Through their avatars, these moderators also served as guides for users who needed help and support in the VR world.
Here’s what made the program so successful:
- A well-defined VR gaming playbook underpinning every aspect of trust and safety
- In-region teams, paired with experienced global leadership to build and implement processes that ensure excellence
- A wellness playbook designed specifically for the gaming industry, culturally embedded into every support function
- A state-of-the-art experience hub that allows moderators to experience the platform
- Centralized governance and leadership focused on the program to support expansion into new regions
Outcomes
In the first year alone, we moderated 300,000 live conversations and flagged cases.
Over the past 12 years, we’ve built on that success with a partnership based on content trust and safety and delivery excellence. Our daily diligence and accuracy made us the client’s only partner in this space.
As a testament to the trust the client has in our team, we were tapped as their partner to introduce a new integrity line of business—with the authority to completely remove offenders from the platform.
We can safely say this partnership is a big win—for everyone.