We all know that we want to ensure that any partner we work alongside treats their employees well, but in the high-pressure world of content moderation, where employees are frequently exposed to disturbing material, employee wellbeing is not just a luxury but a necessity.
Business Process Outsourcing (BPO) companies that manage content moderation have to prioritize the mental and physical health of their employees. A strong focus on wellbeing enhances employee retention, improves productivity, and ensures high-quality service delivery.
Here are 10 signs that your content moderation BPO is prioritizing the wellbeing of its workforce, contributing to both employee satisfaction and business success.
Sign 1: Access to Mental Health Support Services
A key indicator that a BPO prioritizes employee wellbeing is the availability of mental health support services. Content Moderators often encounter distressing and harmful content, and without the proper support, they are at risk of developing long-term mental health issues such as secondary traumatic stress or burnout.
- Availability of Counseling and Therapy – Offering professional counseling and therapy services is essential for helping employees manage the emotional toll of content moderation. Studies show that counseling can significantly reduce stress and improve coping mechanisms in high-pressure environments like content moderation.
- On-Site or Virtual Mental Health Professionals – Whether in-person or online, BPOs should provide access to licensed mental health professionals. This ensures that employees can seek help without the need to take time off work or deal with the stigma that often surrounds mental health issues. Ideally, these therapists would have Trust & Safety training, which would ensure their understanding of the issues raised by employees.
- Confidential Support Systems – A hallmark of a supportive BPO is the provision of confidential and anonymous support systems. These channels allow employees to seek help without fear of repercussions, creating a culture of openness and trust. In many BPOs, onsite or remote wellbeing services are provided by an external specialist company, like Zevo Health, to ensure the employee feels that confidentiality.
Sign 2: Comprehensive Stress Management Programs
Content moderation is a demanding task, and BPOs that implement comprehensive stress management programs demonstrate their commitment to employee wellbeing.
- Regular Stress Reduction Workshops – Workshops focused on stress management provide employees with practical tools to handle workplace stress. These sessions may include techniques such as breathing exercises, cognitive restructuring, and time management skills.
- Mindfulness and Relaxation Training – Mindfulness and relaxation techniques, such as meditation, are increasingly used to combat workplace stress. Research shows that mindfulness practices can lower anxiety and improve focus, making it an effective tool for Content Moderators dealing with emotional fatigue.
- Access to Stress Management Resources – Providing ongoing access to stress management materials, such as guides or mobile apps, ensures that employees can continue managing their stress effectively even outside of workshops.
Sign 3: Encouragement of Wellbeing Time
Preventing burnout in content moderation employees requires a thoughtful approach to work schedules and rest periods allowing for time taken for wellbeing, sometimes every shift.
- Scheduled Breaks to Prevent Fatigue – BPOs should enforce scheduled breaks to ensure employees step away from their screens, particularly after viewing graphic content. This reduces fatigue and helps maintain cognitive function over long shifts.
- Micro-Breaks – Encourage short micro-breaks (2-5 minutes) between reviewing batches of content. These breaks can significantly help reduce the mental strain of constant exposure to disturbing content.
- Flexible Scheduling Options – Flexible working hours or shift rotations can prevent the accumulation of stress and allow employees to manage personal responsibilities, improving work-life balance.
- Quiet Zones – Set up quiet or relaxation zones in the workplace where moderators can unwind away from their desks. For remote teams, virtual “calm rooms” with soothing visuals and audio can be offered.
- Physical Activity Options – Provide short, desk-friendly exercises or stretching routines that employees can do during breaks to help relieve physical and mental tension.
Sign 4: Open Communication and Feedback Channels
A culture of open communication signals that a BPO is committed to addressing employee concerns and improving workplace wellbeing.
- Platforms for Employee Feedback – Using platforms like surveys or suggestion boxes enables employees to voice their opinions on workplace issues. Regular feedback helps BPOs identify potential wellbeing concerns before they escalate.
- Regular One-on-One Meetings – Scheduled one-on-one meetings between employees and their supervisors provide an opportunity for personal check-ins. These meetings allow for more tailored support and give employees a chance to discuss any challenges they are facing.
- Anonymous Reporting Systems – To foster trust and safety in the workplace, BPOs should have anonymous reporting systems for grievances or concerns. This encourages employees to speak up about wellbeing issues without fear of backlash.
Sign 5: Support for Professional Development
BPOs that invest in the professional development of their employees not only enhance job satisfaction but also contribute to overall wellbeing.
- Opportunities for Skill Enhancement – Providing opportunities for skill enhancement, such as additional training or certifications, gives employees a sense of growth and progress, which is essential for long-term job satisfaction.
- Career Advancement – Clear pathways for career progression help employees stay motivated and engaged. When employees feel valued and see potential for growth, their mental health and commitment to their role improve.
- Support for Continuing Education – BPOs that offer support for further education—whether through funding or flexible work schedules—show that they are invested in their employees’ long-term success.
Sign 6: Proactive Support for Exposure to Harmful Content
Given the nature of content moderation, proactive measures to protect employees from the psychological effects of harmful content are crucial.
- Psychological Resilience Training – Training Content Moderators in psychological resilience helps them build the mental fortitude necessary to deal with disturbing material. Research supports the efficacy of resilience training in reducing the impact of workplace trauma.
- Trauma Recovery Programs – BPOs should have trauma recovery programs for employees who have been negatively affected by their work. These programs may include counseling, group therapy, or peer support networks.
- Debriefing Sessions After Challenging Tasks – After particularly difficult moderation tasks, debriefing sessions help employees process their experiences, reducing the long-term impact of traumatic material.
Sign 7: Enforcement of Healthy Working Hours
Limiting the number of hours employees work and encouraging proper rest is a critical part of workplace wellbeing.
- Strict Limits on Overtime – BPOs should enforce strict policies to prevent excessive overtime, which can lead to exhaustion and decreased job performance.
- Monitoring Workloads to Prevent Burnout – Ensuring that workloads are evenly distributed and manageable helps prevent burnout. Regular monitoring can identify employees at risk of becoming overwhelmed.
- Encouraging Use of Vacation and Mental Health Days – Encouraging employees to take time off, especially when they need mental health support, demonstrates that the company values their wellbeing over short-term productivity gains.
Sign 8: Holistic View of Wellness
Wellbeing programs go beyond stress management to support the physical and emotional health of employees.
- Health and Wellness Workshops – BPOs that host workshops on topics such as nutrition, exercise, and overall health give employees the knowledge they need to maintain a healthy lifestyle.
- Access to Fitness Facilities or Programs – Offering access to fitness programs or gym memberships encourages employees to stay physically active, which can improve both mental and physical health.
- Other Holistic Wellbeing Approaches – Inclusion of approaches that focus on other dimensions of wellbeing such as spiritual, social, environmental, intellectual and financial wellbeing ensures employees are addressing the bigger picture of overall health maintenance.
Sign 9: Cultivation of a Supportive Work Environment
A supportive work environment is one of the most important factors in ensuring employee wellbeing.
- Positive Company Culture – Creating a company culture that emphasizes support, collaboration, and inclusion helps employees feel connected and valued.
- Team-Building Activities – Team-building exercises strengthen bonds between coworkers, which in turn improves morale and teamwork.
- Recognition and Reward Systems – Recognizing and rewarding employees for their contributions is a key element of job satisfaction. Employees who feel appreciated are more likely to remain engaged and productive.
Sign 10: Prioritization of Work-Life Balance
A BPO that prioritizes work-life balance demonstrates its commitment to the long-term wellbeing of its employees. Companies that actively promote a healthy work-life balance tend to have lower rates of absenteeism and burnout. Offering policies that allow employees to maintain their personal lives alongside their professional responsibilities is crucial for long-term wellbeing.
- Flexible Leave Policies – Flexible leave policies allow employees to take time off as needed for personal or family commitments without fear of negative repercussions .
- Support for Family Commitments – Accommodating employees with family obligations, such as offering parental leave or flexible hours, shows that the company understands the importance of family .
- Encouragement of Personal Time Off – Encouraging employees to take vacations or personal days reinforces the idea that taking time to recharge is beneficial for both the individual and the company .
Zevo Health – Leading the Way in Employee Wellbeing
Zevo Health offers comprehensive wellbeing solutions for content moderation BPOs. Through a combination of mental health support, wellness programs, and proactive stress management initiatives, Zevo Health helps BPOs create a healthier, more resilient workforce. Our evidence-based programs have been proven to reduce the impact of stress on employees, which in turn helps to reduce burnout, improve productivity, and foster a supportive work environment.
Choosing a BPO That Prioritizes Wellbeing
Partnering with a BPO that values employee wellbeing leads to better service quality, lower turnover rates, and a more engaged workforce. Investing in employee health is not only the right thing to do but also a smart business decision that will pay off in terms of performance and customer satisfaction.
