The client and Covalen efficiently scaled a global, multi-lingual Managed Services Model.
The client planned to significantly grow its on-site contractor resources — supported by a successful employee retention strategy.
Covalen designed and delivered a customised solution for Content Moderation Services, to meet guidelines and policies set by the client, with a focus on optimising the employee experience.
Covalen’s Approach
Through a sophisticated talent management strategy, Covalen successfully scaled and managed a diverse on-site team within a 24/7 operating model. Covalen delivered content moderation services in 55+ languages and multiple dialects, including Zulu, Afghans, Catalan French and English.
Covalen developed a comprehensive employee engagement programme including career progression paths that resulted in 90 per cent internal employee promotions.
2010: Cpl began working with the client recruiting talent for content moderation roles.
2013: Covalen provided a fully-fledged Managed service model on-site starting with 15 employees, with an in-depth SOW for content moderation services throughout global markets.
2016: The client awarded Covalen an AI + Machine Learning project to verify the accuracy of QA policies. The deliverables included quality, policy, and insights. In three years, Covalen grew the team from 15 to 300 staff.
2019: The client awarded a new project to Covalen due to the company’s track record and expertise across Training, Safety, Policy, QA, and Insights. The client recognised Covalen’s practical initiatives and expertise in creating training materials—awarding Covalen 100% of the work and responsibility for developing the training programme.
Key Outcomes
- Performance in top 3 of the client’s vendors worldwide
- Recognised as a Best-in-Class Managed Service by the client at a Partner Summit.
- 1,300+ managed service employees
- 55+ languages and several dialects
- 24/7 operating model
- 3,000,000 tickets handled per month
- 99% of 176 monthly SLAs achieved
- 100% of retention goals achieved
