Webhelp Partners with Leading Certification Company SGS for Global Trust and Well-Being Initiative
Webhelp, a top global provider of customer experience and business services, is working with SGS, the leading certification company, on a long-term project to protect the health and well-being of content moderators.
Because of this partnership, SGS made the Wellness and Content Moderation (WellComo) label to measure the strength and maturity of the practices that companies use to protect the health of content moderation workers on the front lines.
Webhelp supported by sharing its considerable experience in the field and by offering several operational sites for pilot audits. Webhelp's approach to well-being as an overarching part of working methods is one of the many ESG (Environmental, Social, and Governance) initiatives that the Group has taken as part of its ongoing commitment to health and wellness.
The growing use of social media and other digital platforms, such as marketplaces, dating, and gaming apps, has accelerated the need for trusted content moderation professionals. Even though making digital environments safe and secure can be hard and complicated, businesses must do it now if they want to earn the trust of their customers and business partners.
WellComo was made by SGS to show how important it is for employers to keep content moderators safe. It assesses working methods and best practices, including specific processes, workplace conditions, well-being programs and wellness technology.
SGS’s meticulous scoring methodology includes assessing 37 requirements that are scored after site visits, employee interviews, and process reviews. After a site audit, SGS awards a label from as high as Diamond down to Committed.
Webhelp is rolling out this performance approval label across all trust and safety sites to ensure quality standards for its people. After audits of five key sites, in India, Jordan, Latvia, and the UK, Webhelp is proud to be awarded Diamond level for all these locations.
Paul Danter, Co-CEO, Digital Content Services at Webhelp, said:
"Jointly developing this trust and safety label with SGS is a huge step for Webhelp. More importantly, we hope it will inspire companies in the trust and safety industry to pursue higher standards and well-being practices for their content moderation teams, as they play a vital role in keeping the internet safe."
Olivier Audebert, Technical and Development Director at SGS, said:
"We are proud to have built WellComo, which standardises an activity that is becoming more and more important in society. We believe that the well-being of content moderators is now a key factor, not only in terms of respect for human rights but also in terms of productivity and quality of service. Webhelp greatly supported us in identifying the specificities and strategic stakes of the content moderation profession through multiple field experiments. WellComo has greatly supported Webhelp on its well-being mission, and together, we remain committed to ensuring that more companies and their employees can benefit in the future.”
As a company that puts people first, Webhelp invests in the growth and mental health of its global teams. This helps people feel like they have the power and support they need to give clients and their customers quality service and expert knowledge. As one of the first BPOs (Business Process Outsourcing) to join the Trust & Safety Professional Association, Webhelp has invested heavily in the industry and currently provides its 3,500 moderators with membership to the organisation.