How to Improve Employee Wellbeing in Highly Sensitive Roles

Proactive Strategies for Success

The working world is undergoing significant transformation. Employers everywhere are questioning how to improve employee wellbeing and ensure their teams have the right tools to manage work-related stress. In content moderation roles, repeated exposure to disturbing content, rapid decision-making requirements, and accuracy targets can have a big impact on personal mental health and wellbeing.

Given the emotional burden borne by moderators, it’s essential to ensure that they’re appropriately supported and emotionally equipped to handle the work. In 2023, Concentrix conducted a study on content moderators tasked with high content complexity moderation, which includes challenging, egregious content, while supported by a brand-new wellbeing program.

The objective of this research was to develop a sustainable wellbeing program for moderators to foster optimal staff performance. The focus was on understanding the impact of moderating high content complexity on moderators’ health and wellbeing. Its key goals were to reduce susceptibility to trauma through effective support strategies, and prioritize moderators’ mental health to prevent stress and burnout.

This report reveals the wellbeing program components and study findings, and outlines a clear methodology on how to improve employee wellbeing in technology-focused roles, from the hiring process to ongoing support.