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    Luisa Pérez
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    Teleperformance is a market leader in providing nearshore content moderation services from over 80 sites across Latin America. They have developed a specialized hiring process that considers additional factors beyond typical selection criteria to ensure moderators are well-suited for the demanding work. This includes analyzing social media use, internet consumption habits, and emotional intelligence. The multi-step moderation process begins with AI filtering content, but requires human review for appropriate context across languages, cultures, and behaviors. Teleperformance localizes the process in each market to effectively moderate diverse online communities.

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    Teleperformance is a market leader in providing nearshore content moderation services from over 80 sites across Latin America. They have developed a specialized hiring process that considers additional factors beyond typical selection criteria to ensure moderators are well-suited for the demanding work. This includes analyzing social media use, internet consumption habits, and emotional intelligence. The multi-step moderation process begins with AI filtering content, but requires human review for appropriate context across languages, cultures, and behaviors. Teleperformance localizes the process in each market to effectively moderate diverse online communities.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    7 views6 pages

    Prueba de Diseño

    Uploaded by

    Luisa Pérez
    Teleperformance is a market leader in providing nearshore content moderation services from over 80 sites across Latin America. They have developed a specialized hiring process that considers additional factors beyond typical selection criteria to ensure moderators are well-suited for the demanding work. This includes analyzing social media use, internet consumption habits, and emotional intelligence. The multi-step moderation process begins with AI filtering content, but requires human review for appropriate context across languages, cultures, and behaviors. Teleperformance localizes the process in each market to effectively moderate diverse online communities.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 6

    Index

    1. Teleperformance 2. Strategy 3. The selection of moderators


    footprint

    3. The process
    First site
    In 1996 Teleperformance Footprint

    80 Nearshore Mexico
    sites Aguascalientes Mexico City
    Chihuahua Monterrey
    Durango Pachuca
    Guadalajara Puebla Dominican Republic
    Hermosillo Santo Domingo
    50 Nearshore
    countries Honduras
    Tegucigalpa

    Market leader in
    Guatemala
    Nearshore / Guatemala
    LATAM El Salvador Costa Rica
    San Salvador San Jose

    Guyana
    6000+ Nearshore Georgetown

    workstations Colombia
    Bogota
    Barranquilla
    Medellin
    Tunja
    Peru
    1000+ Employees Lima
    3
    Strategy

    Solutions
    Value Added Offerings Digital CX Consulting Approach
    Sales Sales Consulting / Value
    Industry Focus Advance Analytics
    Tech Support Offer
    Process Mapping & AI
    BackOffice TAP/ Discovery
    Transformation Trust & Safety Intelligent Assessmets
    Collections Automation Solution Design
    Tech solutions &
    Tools

    Development Business Drivers


    Teamwork Business /Market Strategy
    - Growth
    Skills Digital Strategy - Profitability
    Growth New Business Models - Potential

    One Team, One Dream- Working together, building together


    The selection of moderators
    • Content moderation is a specially • From the psycological perspective, three key
    demnding LOB, therefore TP has elements are tested, to undesrstand emotiona
    developed a hiring process that takes into intelligence and stability
    accounts many more selection factors to • Emotional attentivenes: can I tend to my
    ensure the people hired as moderators are feelings in an adequate manner
    the right persons for the job. Besides the • Emotional clarity: can I clearly identify mey
    typical selection factors. The following had eamotional state
    been added to the matrix: • Emotional capacity to restore my self and form
    • Social network usage and typo of use those and the tracking of moderators we have
    learned:
    • What kind of content consumes on
    internet • Moderators should have a very strong dupport
    network in family and friends
    • Content creatiion iniciatives • Great amotional conciusness and capacity to
    • Attitude towardss different types of express emotions
    content • Be resilient.
    The process
    • The moderation process srtarts with the AI
    tool filtering all content according to
    community guidelines to extract all content
    that does not meet the community
    gudeliness. The AI intervention is broad
    and requires human intervention
    • TP Content moderator provide the
    appropriate context in things like language
    use, slang, cultural differences, behavioral
    differences, movement differences,
    amongst others
    • To ensure the moderation process takes
    into account all of these differences que
    have developed a proces of
    GLOCALIZATION

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