OTT Back Office Outsourcing Services | Scale Seamlessly
We'll handle the rest.
In the fast-paced world of Over-The-Top (OTT) media, operational efficiency is the key to profitability and subscriber retention. Juggling content moderation, subscriber support, and data management can divert your focus from what truly matters: creating compelling content and expanding your audience. Our managed back-office services are designed specifically for OTT platforms, providing a scalable, expert-driven engine to power your operations, ensuring a flawless viewer experience and freeing you to innovate and grow.
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Why Partner with LiveHelpIndia for Your OTT Back Office?
We're not just another BPO. We are a strategic partner invested in your platform's success, combining deep industry knowledge with operational excellence to deliver tangible results.
OTT-Specialized Teams
Our agents aren't generalists. They are trained specifically on the nuances of streaming platforms, from subscription models and content rights to technical troubleshooting for various devices. This expertise translates to faster, more accurate resolutions and happier subscribers.
Robust Content Moderation
Protect your brand and community with our multi-tiered content moderation services. We combine AI-powered filtering with expert human review to enforce your content policies 24/7, handling everything from user-generated content to comment sections and live-stream chats.
24/7 Multilingual Support
Your audience is global, and so is our support. We provide round-the-clock assistance across multiple languages and channels (chat, email, voice), ensuring your subscribers get help whenever and wherever they need it, reducing churn and improving satisfaction.
Actionable Data Insights
We go beyond simple data entry. Our teams are skilled in metadata tagging, content categorization, and performance analytics. We help you structure your data to fuel content discovery algorithms, personalize user experiences, and provide you with clear reports on operational KPIs.
Significant Cost Reduction
Leverage our offshore model to reduce your operational overhead by up to 60%. Reallocate your budget from administrative tasks to high-impact areas like content acquisition, marketing, and technology development, accelerating your growth without increasing your burn rate.
Rapid Scalability
Whether you're launching in a new region, experiencing a viral surge in subscribers, or managing a live event, our model allows you to scale your back-office team up or down within days, not months. Maintain service quality during peak demand without the burden of permanent hires.
Ironclad Data Security
We are CMMI Level 5, ISO 27001, and SOC2 compliant. Your subscriber data, content assets, and intellectual property are protected by enterprise-grade security protocols, ensuring full compliance and peace of mind.
Seamless Integration
Our teams are proficient with major CRM, support, and content management platforms like Zendesk, Salesforce, and custom CMSs. We integrate directly into your existing workflows and act as a true extension of your in-house team, ensuring smooth collaboration and operational continuity.
AI-Augmented Efficiency
We leverage AI-powered tools for ticket categorization, fraud detection, and identifying content trends. This augments our human teams, allowing them to handle complex issues with greater speed and accuracy, driving down resolution times and boosting overall efficiency.
Comprehensive OTT Back Office Services
Our suite of services covers the entire operational lifecycle of an OTT platform. We provide the essential, behind-the-scenes support that ensures a smooth, reliable, and engaging experience for your subscribers.
Content Operations & Management
Ensure your content library is perfectly managed, discoverable, and ready for viewers. We handle the critical but time-consuming tasks of preparing and maintaining your media assets.
- Metadata Tagging & Enrichment: Improve content discovery and recommendation algorithms with accurate and detailed tagging (genre, actors, keywords).
- Content Ingestion & Quality Control: Verify video/audio quality, subtitles, and compliance for all incoming content before it goes live.
- Digital Rights Management (DRM) Support: Assist in the administrative tasks related to content licensing, availability windows, and regional restrictions.
Subscriber & Viewer Support
Deliver exceptional, 24/7 support to your most valuable asset: your subscribers. We act as the frontline of your brand, resolving issues quickly and professionally to maximize retention.
- Billing & Subscription Inquiries: Manage payment issues, plan upgrades/downgrades, and refund requests efficiently and securely.
- Technical Troubleshooting: Guide users through common issues like playback errors, device compatibility, and login problems across web, mobile, and smart TVs.
- Multi-Channel Support: Provide seamless support via live chat, email, and phone, ensuring subscribers can reach you on their preferred platform.
Community & Content Moderation
Foster a safe and positive community around your content. Our moderation teams protect your brand's reputation by enforcing your platform's rules and standards around the clock.
- User-Generated Content (UGC) Review: Manually review and moderate comments, reviews, and forum posts to remove spam, hate speech, and inappropriate content.
- Live Stream Chat Moderation: Keep live event chats and premieres engaging and free from abuse with real-time moderation.
- Policy Enforcement & Escalation: Consistently apply your community guidelines and escalate serious violations to your internal teams for action.
Data & Analytics Support
Turn raw data into strategic assets. We help you collect, clean, and analyze the information you need to make smarter decisions about your content, marketing, and product.
- Data Cleansing & Verification: Ensure the accuracy of your subscriber data for targeted marketing and communication efforts.
- Reporting & Dashboard Management: Compile and update regular reports on key metrics like viewership, churn rate, and customer satisfaction.
- Viewer Feedback Analysis: Categorize and summarize feedback from support tickets and reviews to identify content gaps and platform bugs.
Royalty & Partner Payout Management
Maintain strong relationships with your content partners through accurate and timely royalty administration. We manage the complex calculations and reporting required for partner payouts.
- Royalty Calculation Support: Assist in processing viewership data to calculate royalties owed to content creators and distributors.
- Partner Statement Preparation: Generate and distribute clear, accurate monthly or quarterly statements to your content partners.
- Partner Support Desk: Act as the first point of contact for content partners with questions about their statements and payments.
Fraud Prevention & Account Security
Protect your revenue and your subscribers from malicious activity. Our teams monitor for and act on suspicious behavior to maintain the integrity of your platform.
- Account Takeover (ATO) Monitoring: Identify and flag suspicious login patterns to prevent unauthorized account access.
- Payment Fraud Analysis: Review sign-ups and transactions for indicators of stolen credit cards or payment abuse.
- Password Reset & Security Support: Securely assist users with account recovery and provide guidance on best practices for account security.
Our Impact in the OTT Space
We deliver measurable results that help streaming services scale efficiently and improve their bottom line. Explore how we've helped platforms like yours succeed.
Scaling Subscriber Support for a Niche Streaming Service
Client Overview
A rapidly growing subscription video-on-demand (SVOD) service specializing in independent films. They were experiencing a surge in international subscribers, but their small in-house support team was overwhelmed, leading to long response times and a spike in subscription cancellations.
Key Challenges
- Inability to provide 24/7 support for a global user base.
- High churn rate attributed to poor customer service experience.
- Lack of resources to handle billing inquiries and technical issues across diverse devices.
- Difficulty scaling the support team quickly enough to match subscriber growth.
Our Solution
We deployed a dedicated, 24/7 multilingual support team to act as a seamless extension of their brand.
- Established round-the-clock coverage via email and live chat in English, Spanish, and French.
- Developed a comprehensive knowledge base and troubleshooting guides for common technical issues on Roku, Apple TV, and mobile apps.
- Implemented a streamlined process for managing subscription changes, payment failures, and refund requests.
- Provided weekly reports on support ticket trends and viewer feedback, giving the client actionable insights into platform issues.
Ensuring a Safe Community for a Live Sports Platform
Client Overview
A major OTT platform broadcasting live sporting events, featuring active live chats and fan forums. They struggled with maintaining a positive community atmosphere, as toxic behavior and spam during live games were driving away casual fans and damaging their brand reputation.
Key Challenges
- Massive spikes in chat volume during live events that were impossible to moderate internally.
- Prevalence of hate speech, spam, and personal attacks in user comments.
- Negative impact on user experience and brand safety for advertisers.
- Slow manual review process for user-reported content.
Our Solution
We implemented a real-time, multi-layered content moderation strategy to protect their community 24/7, with a focus on high-traffic live events.
- Deployed a team of moderators trained on the client's specific community guidelines and sports terminology.
- Provided real-time chat moderation during all live broadcasts, using a combination of AI filters and human oversight to instantly remove policy-violating content.
- Managed the user-reporting queue, ensuring all flagged comments were reviewed and actioned within 15 minutes.
- Created a system for identifying and escalating threats or severe violations, protecting both users and the platform.
Optimizing Content Operations for an AVOD Platform
Client Overview
An Advertising-based Video-on-Demand (AVOD) platform with a massive, constantly changing library of licensed content. Their small internal team was bogged down by the manual process of ingesting new content, tagging it for discovery, and ensuring quality control, which created a significant bottleneck.
Key Challenges
- Slow content-to-live pipeline, delaying the availability of new shows and movies.
- Inconsistent and inaccurate metadata, leading to poor search results and content recommendations.
- High operational costs associated with manual quality checks and data entry.
- Inability to keep up with the volume of content from multiple distribution partners.
Our Solution
We established a dedicated content operations team to manage their entire content lifecycle, from ingestion to post-publication updates.
- Created a standardized workflow for content ingestion, including technical QC checks for video, audio, and subtitle files.
- Implemented a rigorous metadata enrichment process, adding detailed tags for genre, themes, cast, and keywords to power their recommendation engine.
- Took over the management of their CMS, handling content scheduling, publishing, and takedowns based on licensing windows.
- Reduced the end-to-end content processing time, allowing the platform to add hundreds of new titles per week without issues.
Our Proven 4-Step Process
We make onboarding seamless and efficient, ensuring our team integrates perfectly with your operations from day one.
1. Discovery & Alignment
We start with a deep dive into your platform, workflows, brand voice, and specific pain points. We work with you to define KPIs and establish clear communication channels.
2. Team Assembly & Training
We handpick a team of agents with the right skills and experience for your needs. This team then undergoes intensive, client-specific training on your tools, policies, and brand values.
3. Integration & Launch
Our team integrates directly into your existing systems (CRM, CMS, etc.). We begin with a phased rollout, ensuring a smooth transition and immediate operational support without disrupting your service.
4. Optimization & Reporting
We continuously monitor performance against your KPIs. Through regular reporting and feedback sessions, we identify opportunities for process improvement, driving greater efficiency and value over time.
Platforms & Tools We Master
Our teams are proficient in the leading technologies that power the OTT industry, ensuring zero learning curve and immediate productivity.
Flexible Engagement Models
We offer adaptable engagement models designed to fit your specific operational needs and budget, from targeted project support to fully managed teams.
Managed Teams
Your dedicated, fully-managed team that functions as a direct extension of your company. Ideal for ongoing, core operational needs.
- Dedicated agents and team lead.
- We manage all HR, payroll, and infrastructure.
- Scales up or down based on your needs.
- Predictable monthly pricing.
Project-Based
Perfect for specific, time-bound tasks like a large content migration, a data cleanup project, or a new market launch.
- Clearly defined scope and deliverables.
- Fixed pricing for predictable budgeting.
- Access to specialized skills for a short duration.
- Ideal for one-off operational challenges.
Hourly / On-Demand
Ultimate flexibility for fluctuating workloads or when you need support during peak hours, such as during a major live event.
- Pay only for the hours you use.
- Scale support instantly for traffic spikes.
- No long-term commitment required.
- Perfect for event-based moderation and support.
What Our Clients Say
Their 24/7 support team is a lifesaver. Our international users are happier, and our churn in Europe and Asia has decreased by over 30%. They integrated seamlessly and feel like part of our own team.
The quality of their content moderation is top-notch. They quickly learned our complex community guidelines and now operate with near-perfect accuracy. Our platform is a much safer place for users and advertisers.
We offloaded our entire metadata tagging and QC process to LiveHelpIndia, and it has accelerated our content pipeline by weeks. Their attention to detail is incredible, and it has significantly improved our content discovery metrics.
The cost savings are significant, but the real value is the operational peace of mind. I no longer worry about staffing for weekend support or holiday coverage. They handle everything flawlessly, letting us focus on growth.
Their fraud detection team helped us identify and shut down a major account sharing ring, saving us thousands in potential lost revenue. They are proactive, analytical, and an essential partner in protecting our platform.
We needed to scale our support team by 300% for a new season launch, and LiveHelpIndia had a fully trained team ready to go in under two weeks. The launch was our smoothest ever, thanks to their incredible flexibility and execution.
Frequently Asked Questions
Have questions? We have answers. Here are some of the most common inquiries about our OTT back office services.
We have a rigorous, multi-stage hiring process that tests for communication skills, technical aptitude, and problem-solving abilities. Once hired, every agent undergoes extensive training, including general customer support best practices and client-specific modules covering your platform's tools, brand voice, and policies. We also conduct ongoing quality assurance reviews and provide continuous coaching to ensure high performance.
Data security is our top priority. We are an ISO 27001 and SOC2 certified company, adhering to strict international security standards. Our security measures include secure network infrastructure, access controls, regular security audits, and comprehensive employee training on data privacy. All client data is handled in a secure, controlled environment to ensure confidentiality and integrity.
Our teams are trained to work as a seamless extension of your own. We integrate directly into your existing technology stack, whether it's Zendesk, Salesforce, Jira, Slack, or a custom-built platform. We use secure VPNs and access protocols provided by you to operate within your environment, ensuring all data and communications stay within your control.
Absolutely. Scalability is one of the core benefits of our service. We can quickly scale your team up or down to handle seasonal peaks, new market launches, or special events. We typically require a 2-4 week notice for significant scaling to ensure the new team members are fully trained and ready, but we can accommodate more urgent requests as needed.
We provide comprehensive, customized reports on a daily, weekly, or monthly basis, depending on your preference. These reports cover key performance indicators (KPIs) such as ticket volume, first response time, resolution time, customer satisfaction (CSAT) scores, and content moderation accuracy. We also provide qualitative insights and trend analysis to help you make informed business decisions.
Ready to Streamline Your OTT Operations?
Stop letting back-office tasks slow down your growth. Let our expert teams handle the operational heavy lifting so you can focus on creating amazing content and delighting your subscribers. Schedule a free, no-obligation consultation to discover how we can build a custom solution for your platform.
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