Leading Testing & Assessment Company: 82% Idle Time Reduction & 18% Productivity Boost with Proctoring

A prominent US Government Licensing body, partnering with a remote proctoring platform, sought a vendor to provide proctors while adhering to strict compliance standards.

The Challenge: Inconsistent Scheduling & Compliance Challenges

The leading testing and assessment service faced major challenges in proctoring high-profile exams with unpredictable schedules. Scaling operations on short notice demanded a flexible, efficient solution. Sourcing U.S. citizen proctors created added complexity, as strict regulatory requirements needed adherence to jurisdictional regulations. In the live exams operational inefficiencies, long candidate queues, and delays in issue resolution disrupted the candidate experience. The client needed a proactive proctoring partner capable of rapid deployment, seamless execution, and strict adherence to compliance and security standards. 

The Solution: Scalable & Efficient Proctoring Operations

 To overcome these challenges, Datamatics implemented a tailored, scalable solution that focused on both resource optimization and customer satisfaction. A dedicated pool of over 2,000 trained proctors was developed, supported by multi-lingual, multi-skilled Customer Support Representatives (CSRs) and Technical Support Representatives (TSRs). These teams were responsible for handling a wide range of inquiries and resolving technical issues during live exams, ensuring fast and efficient service. Exam-specific proctor pools were created to accommodate high-profile exams and volume surges. This approach allowed the client to scale operations in real-time based on demand, ensuring smooth management of peak volumes.