Case Study: US-Based Examination Institute achieves 18% productivity gain and 9.2 CSat with Datamatics' remote proctoring, CSRs & TSRs

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

The US-Based Examination Institute, a non-profit that administers the SSAT to 80,000+ candidates annually, needed to offshore customer service and expand proctoring support for sensitive assessment and evaluation work. They engaged Datamatics to provide enhanced proctoring services including experienced remote proctors, multilingual CSRs and TSRs, with strict compliance and safeguarding measures for minor candidates.

Datamatics recruited and trained 300+ agents in the Philippines and India, deployed them from a PCI- and ISO-compliant center, and implemented enhanced background checks, sensitivity training and women-only teams where required—going live in under 60 days. Datamatics’ solution delivered measurable impact: productivity increased 18%, repeat callers fell from 60% to 20% in three months, quality scores have stayed above 95%, and average CSat reached 9.2.