Overview

Content moderation serves as the front line for trust and safety, requiring, consistent motivation, composure, and sound judgment. The world’s leading global technology company required enhancing wellbeing, motivation, and retention among their content moderators.

Tech Mahindra elevated motivational profiles and implemented a series of wellness initiatives to enable value-aligned growth, improve productivity, and ensure employee satisfaction.

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Business Challenges

A leading global technology company faced persistent productivity challenges and workforce instability within its content moderation operations due to high-pressure content moderation environment and heavy workloads. To enhance employee wellbeing and empower moderators, we required understanding what drove motivation in the workplace. The goal was to improve job satisfaction, promote productivity, and improve business outcomes while ensuring employee satisfaction.

Our Approach and Solution

Our wellness team moved beyond conventional employee satisfaction metrics and built motivational profiles across over 350 moderators. We used the Short Work Extrinsic and Intrinsic Motivation Scale (SWEIMS) framework to identify the drivers of motivation and cultivate engagement and connectedness in the moderator community.

Phase 1 – Motivational Zone Identification

Segregation of employees into two zones:

  • Potential Zone consisted of moderators who lacked intrinsic motivation
  • Growth Zone consisted of moderators who demonstrated a sense of ownership and purpose

Phase 2 – Project Re-Ignite

A series of wellness initiatives to improve engagement and motivation in the Potential Zone employees:

  • Regular Pulse checks
  • Structured feedback cascade
  • Employee engagement
  • Open and transparent communication
  • Enhancing team collaboration

Business Impact

Through team-building interventions, proactive engagement, and continuous feedback loop, we were able to achieve:

  • Reduced attrition and lowered exit-related and onboarding costs
  • 20% increase in productivity
  • Reduced productivity gap
  • Minimized training demands