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Case Study - Proctoring Support for a US-based examination institute
Case Study

Enhanced Proctoring Support for a US-based examination institute by deploying experienced Remote Proctors, CSRs and TSRs

Client

The client is a non-profit organization that provides professional support and strategic enrolment tools to more than 1300 independent schools.


Industry

Education


Region

North America

Proctoring Support for a US-based examination institute Case Study

Challenges

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.

Solution

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.

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Impacts

95% Consistent quality score achieved

95%

Consistent quality score achieved

18%  Increase in productivity

18%

Increase in productivity

40%  Drop-in repeat caller percentage

40%

Drop-in repeat caller percentage within a span of 3 months

9.2  Average CSAT score achieved

9.2

Average CSAT score achieved

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