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

Name: Thant, Phyu Phway

keyword: Business process outsourcing

; Content moderation

; Training gaps

; Moderation accuracy

; Utilization rate

; Average handling time

Abstract: 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.

Thammasat University. Thammasat University Library

Address: BANGKOK

Email: preserv@tu.ac.th

Name: Teerachai Arunruangsirilert

Role: advisor

Created: 2024

Modified: 2025-05-19

Issued: 2025-05-19

วิทยานิพนธ์/Thesis

application/pdf

DOI: 10.14457/TU.the.2024.206

eng

DegreeName: Master of Business Administration

Level: Master's Degree

Descipline: Global Business Management

Grantor: Thammasat University

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