Legal frameworks of content moderation around the world (Part 1)

legal framework

Following increased pressure to protect the audience from harmful content, both large and small online platforms that mainly host User Generated Content have come under intense scrutiny from governments around the globe.
Depending on their size and capacity, different online platforms deploy two content moderation models to tackle this issue:

  1. Centralized content moderation – using this approach, companies establish a wide range of content policies they apply on a global scale with exceptions carved out to safeguard their compliance with laws in different jurisdictions. These content policies are implemented by centralized moderators who are trained, managed, and directed as such. Facebook and YouTube are examples of big internet platform companies using this model.
  2. Decentralized content moderation – this model tasks the users with the responsibility of enforcing the policies themselves. Being diverse by nature, this approach mainly enables platforms like Reddit to give their users a set of global policies that serve as a guiding framework.

Centralized models help companies to promote consistency in the adoption of content policies while decentralized models allow a more localized, context-specific, and culture-specific moderation to take place encouraging a diversity of opinions on a platform.
After failed attempts to push social media platforms to self-regulate, the German parliament approved the

Network Enforcement Act (NetzDG) on 30th June 2017. Also known as the “hate speech law” the NetzDG took full effect as from 1st. January 2018. The NetzDG directs platforms to delete terrorism, hate speech, and other illegal contents within 24 hours of being flagged on a platform or otherwise risk hefty fines.

While the NetzDG encourages transparency and accountability of social media platforms it also raises concerns regarding the violation of the e-Commerce Directive and fundamental human rights such as freedom of expression. In a statement that was sent to the German parliament in 2017, Facebook considered the NetzDG draft submitted in 2017, to be incompatible with the German constitution by stating, “It would have the effect of transferring responsibility for complex legal decisions from public authorities to private companies”. (Source: businessinsider.com)

Following criticism from a wide array of activists, social networks, politicians, the EU commission, the UN, and scholars, the NetzDG is a controversial law that should be adapted with a grain of salt. Unintentionally, Germany created a prototype for Global Online Censorship from highly authoritarian states who have adapted the NetzDG to manipulate the freedom of speech on the internet by pushing their illiberal agendas camouflaged as moderation policies.

Find out more about this topic

This article is part of a series looking at legal frameworks around the world. The series will focus on countries legal amendments to moderate user-generated content in the following countries: U.S, U.K., Turkey, Australia, Nigeria, and China.

Want to discuss the specificities in your country? Get in touch with our experts to find out more.

Talk to us today

Frost & Sullivan recognizes Webhelp as a top player in innovation and growth

Global, reputed research & consulting firm Frost & Sullivan has awarded Webhelp with a top ranking in their 2020 Frost Radar™– CX Outsourcing.

Webhelp is positioned as a leader in both growth and innovation, earning recognition for its wide range of solutions across verticals and, importantly, its effective digital transformation services and technology-enabled solutions spurring client innovation, together with its consulting business, Gobeyond Partners.

Deepali Sathe, Senior Industry Analyst – Information and Communication Technologies at Frost & Sullivan stated:

“With its focus on AI, voice and predictive analytics and the use of advanced technologies to future-proof its solutions, Webhelp is able to compete effectively, while maintaining an open ecosystem of partners with a diverse mix of progressive partners to further spur innovation”.

Webhelp’s dedicated start-up CX program, The Nest by Webhelp, and the group’s strong focus on Technology enablement contribute strongly to driving innovation for all stages of a client’s development.

The group’s rapid growth, recognized by the close runner-up position in the Radar, propelling Webhelp to the European CX Outsourcing Services market leader position, and a prominent global position, has been driven through both organic growth, and strategic acquisitions. Today, Webhelp’s services portfolio covers not only Customer Engagement services, but a wide range of additional capabilities such as RegTech, digitization, AI and consulting. Its remarkable entrepreneurial culture has been at the core of the group’s success and vision to make business more human, through the right means for their clients.

Olivier Duha, co-founder and CEO of Webhelp said:

“As a purpose-driven company, we are thrilled to be awarded the honor of this leading position in the Frost Radar™. Our teams of passionate game-changers are constantly looking for ways to do things better, for our clients, their customers, and our company. Changing the rules of the game is a core part of our DNA, as recognized by our strong performance on the innovation index. By making sure the best technologies and innovations enable our people to make a real difference we are constantly moving forward in our quest to create amazing human experiences.”

The Radar is founded on the core value propositions of Growth, Innovation, and Leadership. The robust analysis audits over 1000 providers across 10 key criteria such as innovation scalability, customer alignment, vision and strategy. Each company is then evaluated on efficacy across these themes to determine how well they are positioned to drive growth in the future.


Webhelp DACH - an outsourcing partner for companies in the DACH region and beyond

With changing conditions and the decreasing number of CX suppliers in the delivery market, customer experience management is becoming an emerging challenge for companies in the DACH countries.

In order to provide an excellent customer experience at this very time, it is necessary to find an experienced partner who can meet these requirements. However, the DACH region provides attractive onshore solutions and outstanding customer service for a wide range of industries.

With more than 20 years of expertise in business process and customer experience outsourcing, at Webhelp we focus on sustainable growth, investing in technology and developing lasting solutions – in partnership with and for our business partners and their customers.

This enables us to provide customised solutions and an exceptional customer journey.

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the potentials of a local onshore solution for your business, within the DACH market and beyond:

 

Webhelp DACH – Onshore solutions made easy!

Webhelp DACH

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those who are looking for an experienced and established Customer Experience & Outsourcing partner for their business.


Webhelp Kosovo – Europe’s up-and-coming nearshore delivery market

Looking at it from a sector and size perspective, customer experience management is a challenging task for companies in the DACH countries. Operational challenges alongside macro-level (social level) disruptions have made the delivery of an excellent Customer Experience (CX) even more complex. 

In addition to the tight labour market and rising operating costs, the greatest challenges are increased compliance demands and the rapidly shifting CX delivery models. 

A future-oriented outsourcing service provider is characterized, among other things, by its choice of location, which is the perfect basis for outstanding customer service. For this reason, Webhelp has established several operations in Kosovo. Without doubt, Kosovo is one of the most significant and strategically beneficial business locations for the DACH market. 

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the Kosovo region, a perfect choice for high-performance nearshore solutions:

 

Webhelp Kosovo – Nearshore solutions made easy!

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those seeking an experienced Customer Experience partner who is established and strategically positioned in the most relevant nearshore regions.


Emotion: Establishing emotional connections with customers: What brands need to know

Disruptor series

The Webhelp Disruptor Series Part 3:

Emotion: Establishing emotional connections with customers: What brands need to know

Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline employees can be found in this whitepaper, part of Webhelp’s Disruptor series tackling customer experience industry challenges.


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What will motivate the customers of the future?

Successful brands all have at least one thing in common, they clearly understand what customers want, and can pinpoint the most effective way to deliver their products and customer services to meet that need. Here we talk to industry experts from both the Webhelp UK Region and our co-brand Gobeyond Partners to find out how the consumer landscape is changing and what this transformation will mean for customer experience.

Customer behavior is changing, how can businesses build interactions and services to adapt to this change?

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Knowledge will be the key.

It’s absolutely essential that organisations understand their customer’s journeys and identify how these have changed as behaviours and expectations have shifted as a result of the crisis.

For example, it’s clear that the face of retail has changed, perhaps forever, with many brands catering to a larger, more mixed demographic who are now adopting e-commerce as their new normal. We are all shopping more frequently online and avoiding the store experience. [1]

Subsequently, companies who establish a real depth of consumer knowledge and who uncover and meet their customer’s core motivations and expectations at relevant points on the service path, are the most likely to succeed moving forwards.

Mark Palmer, CEO, Gobeyond Partners

Transformation in consumer trends and actions will become a natural driving force in the evolution of business processes. Being able to identify behavioural change undertaken by a specific demographic and how this relates to failures (and opportunities) in the service process, will be crucial in shifting the dial.

As will identifying how and where to integrate technology to fully support the end-to-end journey and drive a peak customer experience.

What are the stumbling blocks business should be aware of when creating enhanced customer relationships to build recovery?

Mark Palmer, CEO, Gobeyond Partners

Investment in new infrastructure, more advanced service models and increased data capture and analysis will be prerequisite for sustainable recovery. However, speaking realistically, finding working capital to deliver these solutions may be an issue for brands already suffering from economic pressure due to the pandemic.

The ability to make agile business decisions will be imperative and to minimise risk it is absolutely essential that investment is focused in the right places.

Dave Pattman, MD CX Services, Gobeyond Partners

Added to this, consumer confidence is still fragile – although the UK index rose slightly over the summer[2] – and early signs of recovery stand in the shadow of the second wave of the pandemic, now projected to hit Europe hard in the colder months ahead.

Obviously, brands are now challenged to create viable forecasts against shifting consumer demand, and to be adequately resourced to meet them. In this uncertain climate decisions on pivot points such as when to recruit to meet demand and when to reduce outlay become much more abstract and theoretical.

There will be an increased need for increased online services & intelligent automation to meet these fluctuations economically and to increase flexibility and response rates.

How can brands use innovative digital thinking to respond to new consumer attitudes?

Mark Palmer, CEO, Gobeyond Partners

Our recent Whitepaper revealed that, to reorient and flourish in the new consumer landscape, brands must become more adaptable, focused, digital and human. Of these four pillars, the need to become more digital is perhaps the easiest for brands to understand, but the hardest to deliver in a meaningful way.

They know that new online citizens are emerging and that the world of work has undergone a radical change, but they may have difficulty identifying the pain points that this transformation will bring to their customer journeys – and how and where to embed the most useful digital offerings to best address them.

They must seek out resources to help laser focus their efforts to deliver rapid, effective change – and make the most out of their limited resources.

Helen Murray, Chief Customer Solutions Officer, Webhelp UK:

Many organisations will be exposed due to their lack of digital literacy and will struggle to create effective engagement strategies that ensure they maximise the power of digital intervention at the relevant points in customer lifecycle.

If you don’t thoroughly understand the customer journey, it is difficult to automate or digitise processes in a way that will positively impact customer experience. There is also a danger that you may jeopardise future ability to offer additional propositions, products and services in the best window for action.

Customer insight must be embedded throughout the whole digital transformation process, as it provides the basis to offer intelligent next best action tools.

At Webhelp, we are identifying where human support adds value to digital experiences. Providing guidance and support to customers and brands during high value, complex and emotionally important journeys is critical.

Dave Pattman, MD CX Services, Gobeyond Partners

Brands that honestly seek to innovate have to be willing to supersede ‘faceless’ digital experiences and really connect with their customers. Technology is changing the way service is approached, created and delivered, but the juxtaposition of advanced technology and the human touch, must be carefully managed to enhance rather than hinder customer experience. Success will only be achieved through combining the right technology with a human mindset and strong digital strategy.

Finally, the time has come for brands to let go of dated and limiting legacy technologies and infrastructure, which are often swept under the carpet of the digital transformation roadmap. Failure to do this will put them at a serious disadvantage, as innovators will swiftly build the future of service without them.

[1] Forbes

[2] research-live.com GfK Consumer Confidence Index


Your Guide to build an efficient patient-oriented strategy at a
global scale

In a context fueled by digital disruption and global acceleration, healthcare companies must design a new framework to better provide a seamless, constistent care accross all moment and all frontiers Through this white paper, Webhelp Medica reveals its best practices and learnings based on more than 20 years of expertise. Mixing feedbacks, testimonials and regulatory analyses, here are the keys to a winning strategy.

Read the Whitepaper Here

Whitepaper: Reimagining service for the new world

Whitepaper 14th July 2020

A framework for tomorrow’s successful customer-focused operating models

As the urgency for change and transformation intensifies in the post COVID landscape, some pivotal questions will be raised: How different will service look and feel in the future? How will businesses and their operations need to adapt? And how can employers engage and support their colleagues to deliver on new customer promises?”

This new Whitepaper, reimagining service for the new world aims to address these crucial questions and discover more about how to leverage customer service models in this new world.

This is a joint publication with Gobeyond Partners, part of the Webhelp group, is underpinned by our unique industry perspective and new research to reveal the operating models of the future.

Click here for an instant download: Reimagining service for the new world

And join our mailing list below for invitations to forthcoming events and webinars


Identity verification meets our KYC proven strategies

Fraud and economic crime rates remain on record highs, negatively impacting many companies than ever before. And if you thought the pandemic would slow down the online fraudsters, it has in fact created an opportunity for them. Criminals are now capitalizing on the current situation to further commit financial scams. With surgical masks and other medical amenities in high demand, fake shops, email addresses, social media accounts and websites allegedly offering these items, have surged online.

blog KYC
Common fraud scenarios in business…

  • Business identity theft – when perpetrators open business accounts under the names of legitime existing companies.
  • Phishing – when hackers impersonate a trusted vendor to convience you to authorize a financial transaction.
  • Shell companies – firms that are purposefully set up with the objective of commiting fraud. Such companies never provide a product or service, but rather use their companies to launder money.
  • Voicemail message scam – is a more recent means of businesses fraud which involves a voicemail that is delivered via e-mail. While at first glance the e-mail appears to be official, it normally has malware attached to it.
  • Invoice fraud – from false invoices that lack a corresponding product or service to inflated invoices where the reported expenses are higher than the actual costs, companies face a myriad of wrong invoicing fraud schemes.

And because many global organizations often handle numerous monthly supplier payments, cybercriminals continue to take advantage of the susceptibility that exists. The damage is estimated at $63,000 in 87% of companies who earn an annual revenue of more than $1 Billion. (Source: KPMG – nsknox.net).

With over 10 years of experience since our founding, our team is made up of 450 KYC experts who are spread around five EU countries. Until now, we have served over 100 customers in various sectors such as Banking & Insurance, Gaming, Marketplaces, Real Estate and verified millions of documents.

Why us?...

Our solutions
Using our KYC solutions, we provide instant customer verification through enriching technology with a human touch.Our wide-ranging portfolio is designed and customized to match your business and industry needs. Our solution entails a mix of manual and digitalized processes which provides instant online customer identification and ID verification for B2C businesses.

Our approach
And just like we mentioned in our previous blog about the importance of using AI and humans in content moderation, combining the human touch with technology is equally important in the verification procedure. The innovative technology that KYC uses, accelerates activation, enhances customer experience and decreases fraud. Our best-in-class Application Programing Interfaces (APIs) are enriched with teams of experts who focus on value-adding customer interactions.

Our process
From complex to simple documents, our systems scan and verify all types of files such as, IDs, driving licenses, proof of address, pay slips, legal status bank details etc. The automatic extraction and authentication of data is enhanced with manual intervention from our Subject matter Experts.

Our risk mitigation
In order to stay compliant with the Anti Money Laundering (AML) and CTF rules, part of our obligation is to certify that customers are the people they claim to be. And for us to mitigate the risks, we use Realtime Name Check against sanction lists, Politically Exposed Persons (PEP) and Interpol. Project implementation is also backed up with compliance expert advises.

Our technology
The best-in-class deployment of Optical Character Recognition (OCR) technologies ensures that the verification process is steadfast. We collect E-signatures as well as enable video streaming capabilities. Additionally, our API is connected to multiple external databases.

Our services
Apart from our Know Your Customer services, we also offer Know Your Business (KYB) where we offer a full range of services that help you better identify your B2B partners during their digital onboarding process. Our KYB service is compliant with international regulations and ensures higher transformation rates, increased performance and stronger security.

Moreover, with our Know Your Employee (KYE) system we have developed an innovative candidate onboarding platform enabling faster, more secured, and more efficient recruitment process. Finally, we design bespoke Remediation processes helping our customers to comply with regulation by collecting, updating, and verifying end user data. We are able to process very large data basis and thanks to our inbound and outbound calling capacity, we manage to drastically improve positive Remediation rates.

What is the main challenge and how does KYC overcome it

Main issue is to be able to externalize the end to end KYC process and not only part of it. Many software providers propose automatic identification processes leaving customers to manually carry out fallback tasks in order to complement the technology when automatic ID verification fails. This creates complexity and hinders a seamless customer journey.

Webhelp unique combination of technology and manual fallback ensures 100% accurate and definitive decision on identification process, leaving high value added tasks and business decision to the customers. Low value added tasks and upfront verifications are done on Webhelp side, providing an end to end verification process. Our clients can thus concentrate on their core business relying on our proven dual verification approach.

Would you like to also benefit from our expertise in this field? Get in touch with our expert via LinkedIn - Hervé De kermadec President Webhelp KYC, or via E-mail on herve.dekermadec@webhelp.com.