This RadarView provides a view into the leading service providers offering trust and safety services. It begins by summarizing key trends shaping the market’s supply side. It continues with a detailed assessment of 16 providers offering trust and safety services. Each profile provides an overview of the service provider, its key IP assets, and a list of clients and partnerships, along with brief client case studies. Each profile concludes with analyst insights on the provider’s practice maturity, domain ecosystem, and investments and innovations.

Why read this RadarView?

Trust and safety services have become critical with the emergence of new-age tools and technologies, such as generative AI and the metaverse, leading to rapid and increased production of content and complexities in the online space. Service providers are augmenting their existing services with generative AI and other automation solutions to enhance their service offerings, shield their employees, and provide secure online space to users.

The Trust and Safety Business Process Transformation 2023–2024 RadarView™ highlights key supply-side trends in the trust and safety space and Avasant’s viewpoint on them. It aids companies in identifying top service providers to assist them in outsourcing trust and safety services. It also analyzes each service provider’s technology and delivery support capabilities, enabling organizations to identify the right strategic partners for trust and safety services.

Featured providers

This RadarView includes a detailed analysis of the following clinical service providers: Accenture, Alorica, Appen, Chekkee, Concentrix, Conectys, Genpact, Sutherland, TaskUs, TDCX, Tech Mahindra, Teleperformance, TELUS International, TTEC, Webhelp, and Wipro.

Methodology

Our evaluation of service providers is based on primary input from the providers, focused briefings, public disclosures, validation from their clients, and Avasant’s ongoing market interactions. The assessment is across the three dimensions of practice maturity, domain ecosystem, and investments and innovation, leading to our recognition of those service providers that have brought the most value to the market over the past 12 months.

Table of contents

About the report (Page 3)

Executive summary (Pages 4–8)

• • Defining trust and safety services
  • Avasant recognizes 16 top-tier providers supporting the enterprise adoption of trust and safety services
  • Provider comparison

Supply-side trends (Pages 9–16)

• • Trust and safety outsourcing experiences strong growth across functions with 32%–37% growth in service provider revenue, bolstered by augmented technology.
  • Enterprises prioritize outsourcing trust and safety services that offer cost-effectiveness, proximity, and specialized domain expertise.
  • Time and resource pricing engagements are still dominant due to the complexity and variability in trust and safety services.
  • Social media and messaging enterprises continue to contribute a majority of service provider revenue due to a rise in content creation.
  • Trust and safety services providers are making significant organic and inorganic investments to expand their service offerings.
  • Trust and safety service providers are enhancing their offerings with the expansion of their partner ecosystems.

Service provider profiles (Pages 17–49)

• • Detailed profiles for Accenture, Alorica, Appen, Chekkee, Concentrix, Conectys, Genpact, Sutherland, TaskUs, TDCX, Tech Mahindra, Teleperformance, TELUS International, TTEC, Webhelp, and Wipro.

Appendix (Pages 50–53)

• • Research methodology and coverage
  • Interpretation of classification
  • RadarView assessment

Read the Research Byte based on this report.

Please refer to Avasant’s Trust and Safety Business Process Transformation 2023–2024 Market Insights™ for detailed insights on the demand-side trends.