US-Based Testing Enhanced by Datamatics’ Remote Proctoring

The client is a one prominent U.S.-based non-profit organization—dedicated to providing professional support and strategic enrolment tools to more than 1,300 independent schools—ensuring the integrity of its credentialing process wasn’t just a procedural necessity; it was a reflection of its mission.

The Challenge: Offshore Delivery Challenges

When the pandemic accelerated the move to remote operations, the client transitioned its examination and assessment services into a virtual model. But this digital shift brought with it a new set of operational complexities—ones that demanded more than just proctoring support.

The assignment was to be delivered entirely from offshore, and it encompassed a broad spectrum of responsibilities—from live proctoring of high-stakes assessments to customer service support for evaluation and certification processes.

Beyond the core proctoring requirements, the client was also exploring the possibility of offshoring support for course assessments and evaluations. Given the nature of the work—often tied to certification outcomes or school and college applications—it was essential to find a partner who could deliver consistent service quality with a high degree of reliability and care. The client needed a solution that could help manage these functions smoothly, without compromising on accuracy or candidate experience.

The Solution: Datamatics-Driven Proctoring Support

Beyond core proctoring services, Datamatics extended its support by onboarding and training a dedicated team of Customer Service Representatives (CSRs) and Technical Support Representatives (TSRs). These agents were equipped not only to assist candidates but also to handle queries related to assessments, evaluations, and exam compliance with a clear understanding of the organization’s policies and protocols.

The training process was rigorous and tailored to the specific context of high-stakes academic testing. Agents received detailed instruction on handling test-taker concerns, navigating sensitive certification-related issues, and ensuring adherence to all procedural requirements.

Datamatics scaled the operation rapidly, deploying over 300 trained agents who were fully prepared to go live in under 60 days, ensuring the organization’s service continuity goals were met without disruption.