Enhancing global training strategies in content moderation: a case study of training gaps and impacts on content moderation performance in a Thailand-based BPO business

The study aims to analyze the impact of training gaps on content moderation performance at X BPO, an emerging business process outsourcing company in Thailand, during its first year of expansion. Through the analysis from in-depth interviews with 20 internal stakeholders (trainers, quality analysts, team leaders, and senior management) in October 2024, as well as case studies and industry reports on global and Thailand-based BPO competitors, the findings highlight inadequate training frameworks and limited practice as key drivers of inefficiencies, affecting Moderation Accuracy (ACCR), Utilization Rate (UR), and Average Handling Time (AHT). The recommendations focus on adopting advanced, globally recognized training strategies to bridge skill gaps, improve performance metrics, foster client satisfaction, and position X BPO as a leader in content moderation.