- Digital Technologies
- Digital Operations
- Digital Experiences
- ABOUT US
The client is a non-profit organization that provides professional support and strategic enrolment tools to more than 1300 independent schools.
This assignment was going to be delivered from offshore and involved diverse components ranging from Assessments & Evaluation and examination-related support.
Beyond the core Proctoring solutions offered, the Client was also looking to offshore the customer service functions for course Assessments and Evaluation. Due to the sensitive nature of the work (evaluation for certification & school/college-based application), it required a partner who was reliable, trustworthy, and capable of providing high-caliber agents.
Beyond its Proctoring services offered, Datamatics hired Customer Service Representatives (CSRs) & Technical Support Representatives (TSRs) and trained them rigorously towards the specific needs of the candidates and also around Test/Assessment compliance, process and policies.
The agents provided review and customer support service to students and applicants. These agents (referred to as proctors/markers) are responsible for checking and auditing the exams. Over 300 agents were hired, trained, and ready to Go Live in under 60 days.
Consistent quality score achieved
Increase in productivity
Drop-in repeat caller percentage within a span of 3 months
Average CSAT score achieved
Just fill this form to download the case study.
Datamatics is a Digital Technologies, Operations, and Experiences company that enables enterprises to go Deep in Digital to boost their productivity, customer experience and competitive advantage.