Introduction
Content moderation is a demanding role, involving the review of harmful and distressing material. This can lead to significant mental health challenges for moderators. This blog explores the financial implications of absenteeism, attrition, hiring, resilience training, and productivity, emphasizing the value of investing in comprehensive mental health support structures for Content Moderators. We will highlight the biggest value drivers of investing in outsourced wellbeing services, demonstrating the substantial ROI these programs can offer.
The Hidden Costs of Absenteeism
Absenteeism, the habitual absence of employees from work, is a significant financial drain on organizations. This is a major concern for organizations, especially those with employees in high-stress roles such as Content Moderators. Content Moderators are exposed to disturbing content, which can lead to lasting psychological and emotional distress. This exposure increases the risk of developing anxiety, depression, stress disorders, heart disease, interpersonal conflict, and substance abuse. If left untreated, these conditions can lead to absenteeism, lower quality of life, burnout, and work dissatisfaction.
When moderators frequently miss work due to stress or mental health issues, it leads to decreased productivity and increased burden on the remaining staff. To quantify this, unwell employees cost U.S. employers approximately $530 billion annually in lost productivity due to both absenteeism and presenteeism —where employees are present but not fully functional.
Addressing these issues through effective mental health support programs can significantly reduce absenteeism. Wellness programs that include mental health support have shown to reduce sick days by 56%, boost morale, and enhance productivity. By addressing the mental health needs of Content Moderators, organizations can maintain a more consistent and effective workforce.
The Financial Toll of Attrition
Attrition, or employee turnover, is particularly costly in high-stress roles like content moderation. According to a study by the Center for American Progress, the cost of replacing an employee can be up to 213% of their annual salary. High turnover rates are common in roles involving regular exposure to distressing content, as seen with Content Moderators.
Employees today, especially millennials, seek employers that prioritize their wellbeing. In 2021, nearly 4 million people quit their jobs each month, reflecting a near 17-year high in quit rates as workers search for better conditions. Offering robust mental health support can increase employee retention, reducing the financial burden of attrition. Take TaskUs as an example, who provide their moderators with a robust physical and mental wellbeing program. A survey conducted internally showed that 83% of respondents had been with TaskUs for more than 6 months and staggering 94% affirmed that they are proud of the work they do there as Content Moderators. BPOs like TaskUs require a stable, effective and scalable workforce with UGC experiencing explosive growth in recent years and showing no signs of slowing down. Providers consistently scoring high on wellness added on average 10-15 new T&S clients each year according to Everest Group.
The High Cost of Hiring
Recruiting Content Moderators is resource intensive. It includes expenses for job postings, recruitment agencies, and the time spent by HR teams to sift through applications and conduct interviews. It can take up to six months or more for a company to break even on its investment in a new hire, as they gradually get up to speed in the job.
Effective recruitment strategies often involve multi-channel approaches, leveraging job boards, social media, and partnerships with local organizations. This comprehensive approach, while effective in finding suitable candidates, adds to the overall recruitment costs. Given the nature of content moderation, candidates may also undergo psychological evaluations to ensure they are suitable for the role. These evaluations help identify resilience and potential triggers, adding another layer of cost.
Once hired, new Content Moderators undergo extensive training to prepare them for the job. This training typically includes:
- Initial Training Programs: Covering company policies, moderation guidelines, and the use of moderation tools. This phase can last several weeks and requires significant investment in training materials and instructor time.
- Ongoing Education: Continuous training on new policies, tools, and resilience techniques is crucial to maintaining high performance and mental health. Regular training sessions ensure moderators stay updated on best practices, further adding to the costs.
To retain Content Moderators and ensure their wellbeing, organizations must invest in various support structures:
- Mental Health Support: Access to counseling services, mental health days, and resilience training programs are essential. These services help mitigate the psychological impact of the job.
- Work Environment Enhancements: Providing a supportive work environment, including quiet spaces, relaxation areas, and robust break policies, helps reduce stress and improve job satisfaction. These enhancements are necessary but add to the operational costs.
Hiring and retaining Content Moderators involves substantial financial investment. From recruitment and training to providing ongoing support and dealing with attrition, the costs can be significant. However, these investments are crucial to ensure that Content Moderators can perform their roles effectively and sustainably, thereby protecting the organization’s reputation and operational efficiency.
The Value of Resilience Training
Resilience training is crucial for Content Moderators who regularly deal with traumatic content. Such training equips employees with coping strategies, reducing the risk of burnout and improving job satisfaction. Zevo Health’s research has shown significant improvements in psychological wellbeing and resilience scores following targeted interventions. For example, a case study conducted by Zevo Health recently found a 20% increase in psychological wellbeing scores and a 14% increase in resilience scores after implementing resilience training.
Investing in resilience training not only enhances employee wellbeing but also reduces absenteeism and attrition, contributing to a more stable and productive workforce.
The Productivity Boost
Productivity is directly influenced by the mental health of employees. Comprehensive wellbeing programs that include regular mental health check-ins, access to therapy, and stress management training are crucial, with 62% of employees in such programs reporting increased productivity and morale.
Achieving a balance between efficiency and safety requires a strategic blend of technology, human-centered policies, and proactive wellness programs. This ensures that productivity enhancements do not come at the cost of moderator safety and mental health
By prioritizing the mental health and safety of Content Moderators, companies can not only enhance productivity but also foster a healthier, more resilient workforce capable of sustaining the demands of this critical role. This balanced approach ensures that productivity enhancements go hand-in-hand with robust support systems, ultimately leading to a healthier workplace environment and a more effective moderation process.
Conclusion
Content moderation is an essential yet challenging role that requires significant investment in employee wellbeing to ensure sustained productivity and efficiency. The costs associated with absenteeism, attrition, and hiring are substantial, but the benefits of investing in mental health support, resilience training, and comprehensive wellbeing programs are clear. These investments lead to a more stable, effective, and satisfied workforce, capable of handling the demanding nature of content moderation. By prioritizing the mental health of Content Moderators, organizations can maximize their ROI, enhance productivity, and maintain a positive work environment.
