We really listen to our clients and make certain that we address program needs. This is due to the hard work and collaboration between multiple departments, including sales, client success, operations, development, and others.

Kurt Grabner
Vice President, Center Operations

Evolving Operations

Ask the Expert

What were the biggest obstacles your department had to overcome in order to meet increased demand?
With COVID rates coming down, we’ve put a plan in place to get our proctors fully back into the office. In December, close to 80% of our proctor staff were working from the office. The situation has required that we remain diligent, so we have maintained flexibility to switch to a work-from-home environment as cases rose in our proctor locations. Because of this, during the first quarter of 2022, we were primarily working from home. In the second quarter, we intend to have a majority of our proctors working from the office.

 

What’s next for your team? What opportunities exist?
We are seeing increased variability in the needs of our clients. A proctor may have to switch from a client very focused on the customer experience to a very strict client that does not allow for exception processing. How we balance customer-friendly and the strict rules of client needs is something that the team is focusing on. We are looking at new ways of helping our proctors to balance this, including revising instructions, additional training sessions, and practice sessions on how to interrupt and stop rule violations in a personalized and customer service-forward approach. We are also segmenting some of our workforce, so they’re either focused on one or the other and not switching back and forth. 

 

How do you utilize feedback to improve Examity’s processes?
We’ve done three different training sessions over the last quarter. We did a customer-focused training session to continue to improve the test-taker experience. We also designed and delivered a session on how to identify proxy testers. Finally, we ran practice sessions with the team on how best to address test-takers when rule violations occur. Where applicable, we’ve also applied these trainings across clients to better improve our overall process. 

 

What makes Examity stand out from other providers in regards to its operations?
We really listen to our clients and make certain that we address program needs. This is due to the hard work and collaboration between multiple departments, including sales, client success, operations, development, and others. I’m really looking forward to our next generation of product and the enhancement of proctoring tools in our platform. It will only help us to better our security and testtaker satisfaction over our competition. 


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