Gameplan page

Enabling future-proof and scalable operations

We thought long and hard about where best to locate a workforce for the languages and volumes in scope. In the end, we knew that a dual site solution in Kuala Lumpur and Tokyo is the best architecture to provide “future proof” scale.

However, with the current language volumes of Japanese and Korean being below 10 resources each, Genpact is recommending Twitch start with a one-site solution in Kuala Lumpur and move to a two-site solution as the JP and KR volumes grow. (At the current volumes, it does not make sense to setup a Tokyo center due to setup, facility, and security costs). Once JP and KR language volumes increase, we suggest moving this work to Tokyo when the time is right. Additionally, setting up a single site for transition through BAU will allow us to understand the workflows, policies, and stabilize the work prior to opening a second site.

Location strategy:

KUALA LUMPUR
We propose set up of all languages at a single site in Kuala Lumpur to start. With the current scale for Japanese and Korean language speakers only needing <10 resources each, a two-site solution at the onset would be expensive. Hence, we propose to launch this work for all languages in Kuala Lumpur until Japanese and Korean volumes increase.

• English, Cantonese, and Mandarin are readily available in Kuala Lumpur and have been solutioned in a 24x7 setup
• Japanese and Korean, are available at a smaller scale and have been solutioned for 9x7. 24x7 coverage could be a challenge and therefore we would provide this on a best-efforts basis
TOKYO
As Twitch’s volumes for Japanese and Korean languages scale above the current levels, we recommend moving the JP and KR languages from KL to Tokyo and operating a dual-site solution

Content Moderation is very contextual and cultured - particularly in languages such as Japanese and workflows such as hate speech. (Read our article published last year about such nuances and the challenges they pose.) We’ve learned from industry experience that providing support for Japanese content moderation anywhere but inside Japan does not work as you cannot get access to native speakers at scale
We’ve also learned that Japanese language speakers outside of Japan will not work the night shift, making 24x7 operations problematic to scale anywhere else. We anticipate that Twitch volumes will peak during the night hours and thus will need people covering these shifts

Hours of operation and volumes:

• We’ve solutioned for a 24x7 operation for English, Cantonese, and Mandarin. While the actual volumes do not require 24-hour coverage, we realize your user community is always engaged and staffing will likely be needed during all shifts. Providing 24x7 coverage requires incremental staff and resources. Once we know more about the volume trends and timing of user traffic, we will work to optimize both coverage and costs

• Additionally, the FTEs solutioned for 24x7 staffing can cover more volume than your ask. We’ve estimated the maximum volumes this headcount could undertake and reduced CPC pricing given these estimations. In short, you can add more volume up to a certain point without increasing the FTE numbers, thus reducing CPC cost

Other recommendations:

We’ve built this solution with 24x7 coverage (minus JP/KR in Kuala Lumpur). However, we do recommend an alternate commercial model to optimize price. We encourage a hybrid model that uses the Cost Per Contact model for agents but an hourly rate for roles. This would help optimize price

Consistent operational delivery

Training

Colorfulness, Blue, Purple, Rectangle, Violet

Creating better players with our employee experience program

Our HR team delivers a unique employee experience program that is reflective of the culturally diverse nature of our organization. We are responsive to the dynamic pace of technology innovation in today’s world and consequently, the need to connect with the digitally savvy talent pools we hire from.

Our employee experience program delivers against many core focus areas:

A learning environment

Health and wellbeing programs

Growth and development

Communication

Rewards and recognition

Corporate social responsibility

Diversity

Genome harnesses the collective intelligence of all our 97,000 employees and covers over 70 different skill sets. It offers customized learning and development opportunities, designed to make skills relevant in a rapidly changing business environment. Genome, will be available to all Twitch employees, providing functional domain, industry, and digital knowledge, and skill development. Genome is supplemented with TalentMatch, our talent transformation initiative that matches the skills and aspirations of our employees with existing and future opportunities. Employees are then encouraged to upskill and reskill through Genome in line with their chosen path.

Our leadership is committed to delivery of positive health and wellbeing programs for our people through many site-specific initiatives as well as great facilities and a flexible approach to work patterns. Specifically, to deliver against the needs of our content moderation programs, we have a dedicated in Global Wellbeing and Resilience Leader, Dr. Shubra Hajela. Her role is to support the development of strategic, tactical, and organizational awareness ensuring continued focus and commitment towards this evolving employee support area.

We create a safe and positive environment for career development enabling job rotations and supporting global career mobility. We have an unconventional approach to career and talent mobility with ‘learnability’ at its core. Our internal promotion rates are 60%.

Technology enablement has helped us deliver quick, seamless, and regular employee connects through our HR chatbot, Amber – AI cultural assistant, HR ticketing system, and constant access to live information via our G-Social communications platform. We are a hugely connected global organization that promotes virtual and remote collaboration through leadership connects on webchat and interactive townhall sessions.

We reward and recognize our people by delivering a live platform for peer-to-peer recognition, providing on-the-go mobile enabled applications, designing innovation awards, collaborating with our clients to recognize our stars, and providing accelerated career paths for HIPOs.

Delivering against a corporate social responsibility agenda that involves and engages our people at all levels, we focus on volunteerism, payroll giving and donation programs, partnerships with NGO’s together with strong client engagement, and support all powered by a strong communications engine. This helps us foster a culture of 'giving' in our people.

We create an environment that encourages diversity of talent and opinions and is inclusive of all people embracing each person for the value they bring to our organization.

Material property, Azure, Purple, Violet, Font

Facial expression, Human body, Nose, Head, Hairstyle, Eye, Vertebrate, Smile, Product, Cartoon

A well-defined process to acquire the best talent

Genpact follows a 7-step hiring process designed to assess talent. This is supported by mapping the required competencies, developing a sourcing strategy, and agreeing on a testing and interview process.

Sourcing and screening

iChat assessment

HR interview

Line interview

Offer process

Pre-hire orientation

Background and reference checks

To match the CVs as per the job description prepared in consultation with client and our internal SMEs from the operating teams

Specifically for contact center jobs, an evaluation mechanism wherein the resource is gauged on written communication skills, query resolution, and customer centricity by a certified evaluator

To establish fitment into the Genpact culture, suitability for the job, expectation setting with the candidates, and of course final negotiations

Where the team leader or manager of the process takes the final call by interviewing the candidate on actual job specifics (covers domain, experience, etc.)

Candidate submits the necessary documents for verification & background checks

An opportunity to spend a day with the process (if allowed as per compliance, else similar process) in its working hours to get a sense of the work atmosphere to set real expectations

Standard checks on education, past experience, address, and others as required

Driving seamless transitions for Twitch

Transition approach on similar scope implementations

Genpact has a proven transition methodology that has been used to successfully deliver 8500+ transitions over two decades. The methodology is predominantly governed by three “Stage gates” against which progress on deliverables is measured. Each Stage gate has specific deliverables and well-defined acceptance criteria. Joint completion of all deliverables and acceptance by Amazon signifies completion of Stage gate and project readiness for next stage

Also integrated within this framework are numerous Playbooks that provide tactical guidance to a first-time outsourcer. We will leverage this rich database of knowledge and expertise as we handhold you through each stage of the transition to ensure we get it right first time

Moreover, Genpact has experienced a boost in the Trust & Safety space with successful implementations for Hitech giants comprising of more than 10,000 resources deployed globally, extremely diverse language capabilities (50+) and 100M+ contents reviewed annually

A robust training framework to upskill your talent

Twitch will benefit from our robust training framework wherein all new hires are inducted into the Trust & Safety (T&S) academy, introduced on T&S basics and oriented on wellness and resilience.

The Genpact CoMo academy will acclimatize Twitch trainees on content which is egregious in nature. Our policy experts will train them on process and policies using experiential learning and teach-back sessions before moving into guided production where they will have weekly step-up targets leading to their goals.

During the nesting phase, we will conduct policy specific sessions basis TNI from dip-checks and audits. We will also focus on smart stratified sampling in alignment with the quality program managers, keeping in mind the tenure of nesting, emerging error policy trends and the ‘high risk’ set of agents.

We will continue to conduct policy refresher sessions, process knowledge tests and schedule continuous calibrations with the SMEs / QAs / trainers and policy leads during production. Outliers will be moved into evolve (BQM) sessions wherein we handhold them to come up the learning curve as per the agreed timelines. Failing to do so will lead to consequence management as per the HR process.

A 360 degrees quality framework to maintain high standards of productivity and accuracy

We practice a 360 degrees quality framework which covers all aspects of content moderation. The team’s performance will be measured basis the audits performed (both internal & external).

We will share weekly insights with Twitch to streamline operational processes further and improve machine learning as well as productivity and accuracy.

Going beyond audits that give us an overall accuracy, we will also measure overturns, false positives, false negatives, and disputes %. This will help us get to the root cause of the errors and give feedback to QAs, trainers, and SMEs along with the agents.

Value generation through Lean Six Sigma

Lean Six Sigma (LSS) methodology is embedded into our operations foundation to drive continuous improvement and a strong innovation culture.

Using LSS methodologies, digital tools and data analytics we will drive value generation for Twitch to deliver process simplification, standardization, cost reduction and optimization.

Ensuring a steady state, consistent operations

Organizational capability framework across all operational aspects will ensure a steady state consistent operations

Process ownership, documentation & standardization

End-to-end process ownership, flows, policies, compliance requirements and controls
Best practices
Cross functional reviews

Measurement & reporting

Standard key performance indicators and goals
Standard process dashboards
Project status reporting
Business impact tracking & reporting

Process Improvement

Analytics led process enhancements
External benchmarking
Dedicated black belt/six sigma team for Twitch
Ideations & automation roadmap

Development

Lean six sigma trainings
Digital training
Leadership development
Genome - a digital training platform built in collaboration with MIT for byte size learning

Employee engagement

Newsletters
Rewards & recognition
Training & growth opportunities
Engaging virtual events for self and family
Governance
Risk identification and mitigation through FMEA,
Risk control plan and zero-tolerance policy
Regular business reviews
Regular end-to-end compliance audit to
Identify people, process & tech risks in ops