Maintaining Trust and Safety in an Increasingly Digital World

Akash Pugalia - 08.19.2021

Maintaining digital safety solutions has become a critical component in protecting the users' experiences across online spaces and platforms. The Fourth Industrial Revolution is happening at a scale, speed, and force, unlike anything we’ve ever seen before. Characterized by system-wide innovation, one of its biggest impacts is on the internet. As of July 2021, the global population is at 7.87 billion according to Datareportal. Of these, 5.27 billion or 66.9% are unique phone users, while 4.8 billion are internet users — that’s almost 61% of the world’s total population. Meanwhile, there are 4.48 billion social media users. That’s equal to nearly 57% of all the people on Earth using a social media platform to interact, post content, work, or be entertained.

The amount of data created and consumed every day is stunning!

In 2020, there were 10.5 million videos on Facebook. In the same year, around 500,000 Tweets were posted per day. Almost 70% of Instagram users view photos from brands in 2021, while brand videos have a 66% viewership. YouTube, the second most popular social media platform next to Facebook, had 500 hours of video uploads every minute worldwide in 2019. This year, YouTube viewers watch over a billion hours of video on the platform every day, generating billions of views. As the number of users multiplies with emerging technological breakthroughs, the amount of data also increases, affecting people and businesses in many ways. With this, it's clear why digital safety solutions have become instrumental.

However, the cost of unmoderated content is high.

Thanks to a connectivity-based life, daily routines have certainly become easier, faster, and better. Businesses can now also reach more customers, cover more geographical areas, and deliver better products and services faster to consumers everywhere. While evidently an enriching environment, bad actors and malicious behaviors are prevalent in virtual spaces, threatening companies and user communities.

Unwanted forms of content, including hate speech, terror propaganda, harassment, and graphic violence, create a bad impression on visitors and damage the site’s brand and image. According to the Anti-Defamation League, 28% of online multiplayer gamers who experienced in-game harassment shunned certain games reputed for hostile environments, while 22% stopped playing specific games altogether. Previous years have also seen businesses pulling advertising from social media platforms over the misplacement of ads next to extremist content and the proliferation of hate speech and disinformation.

Digital Safety Solutions are an opportunity to protect users, brands, and profits.

As the world further steeps in digitalization, user-generated content will remain a key driver of growth for companies, but it will also still be one of their greatest liabilities. Having Trust and Safety policies in place shows a company’s commitment to the patrolling, policing, and prevention of fraudulent and/or abusive behavior within their ecosystem.

Trust and Safety is a set of business practices that aims to create a safe and inclusive environment for users to make human connections, find reliable information, and express themselves freely. By reducing the users’ risk of exposure to harm, fraud, or other behaviors outside community guidelines, platforms can establish and nurture relationships while growing the size and diversity of their audience. As platforms support new ways for users to communicate — text, image, voice, video, etc. — their Trust and Digital Safety solutions must also evolve to protect users on these channels.



A Digital Trust and Safety Partnership Built for the Digital World


With decades of experience supporting organizations worldwide, Teleperformance has the expertise and proven practices to protect client data and ensure credibility in a secure, online environment. Our teams leverage human values, technical know-how, problem-solving skills, user insights, and machine learning (ML) algorithms to keep the environment safe for its users. As a result, we have world-class  wellbeing programs, processes, efficiency, and accuracy for our clients across all industries. And for this reason, Everest Group recognize our company as a Leader in its Trust and Safety – Content Moderation Services PEAK Matrix® Assessment 2021.



High Res PEAK 2021 Trust And Safety Content Moderation Services For Teleperformance



Click here to find out how Teleperformance can help you protect your online communities through in-language/in-time-zone support, the deployment of a high-tech, high-touch Trust and Safety protocol, and the introduction of service level agreements for measurable control.

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