Exam Support Case Study

Scaling Online Test Support with Agile, On-Demand Customer Service

How Working Solutions Helped a Remote-Proctoring Leader Provide Essential Service During a Worldwide Crisis

200
Agents launched in the initial prep phase.
Up to 250
Full-time technical-support agents & proctors.

Introduction

When the COVID-19 pandemic disrupted global call centers, a top, remote-proctoring company faced an urgent need: How to instantly scale online exam support. With universities worldwide transitioning to virtual learning, demand for online test proctoring and technical support skyrocketed. Without an infrastructure to support remote agents, however, its ability to meet this demand was at risk.

Working Solutions, a premier on-demand contact center outsourcing provider, stepped in to ensure seamless continuity. Through rapid agent deployment, scalable solutions and exceptional service, we helped our client navigate this critical period with agility and efficiency.

The Challenge

As universities sent students home to complete their semesters, the demand for online testing surged exponentially. Our client faced a dual challenge:

  • A surge in student-support requests as universities shifted to remote exams.
  • Zero call center operational continuity plan during pandemic-related shutdowns for remote agent support.

Without immediate action, academic integrity and exam accessibility were at risk. Students needed technical support to navigate online exams, while institutions relied on proctoring services to maintain testing standards.

Disheartened college student struggles with online testing in 2020

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

The Working Solutions Advantage

Deploying CX Teams in Days, Not Weeks

Working Solutions was able to recruit, train and onboard customer-experience (CX) agents within days, ensuring a smooth transition without disruption.

 

Seamlessly Scaling Support for High-Demand Testing Periods

As demand soared beyond initial projections, our workforce scaled seamlessly, adapting to fluctuating needs with precision and efficiency.

Inspired college student succeeds on her studies

Live Agents and AI-Powered Proctoring for Secure Online Exams

Our team delivered:

Technical Support via Chat

Our team assisted students with setting up their testing environments.

Live Proctoring

Agents monitored multiple students simultaneously to ensure exam integrity.

Operational Excellence

Capable and knowledgable remote agent assists a student on a call

Preparation

Initial prep phase launched 200 agents.

Focused student takes a test online in a studious environment

Flexible Scalability

Scaled up to 250 full-time technical-support agents and 250 full-time proctors.

Enthusiastic agent works with student to find solutions

Real Time Adaptability

Developed curriculum in real time for continuous onboarding and agent training.

Results and Impact

Working Solutions exceeded expectations by:

Ensuring Uninterrupted Service

This was completed during a period of unprecedented demand.

Scaling Quickly and Efficiently

This supported the client's exponential growth.

Maintaining Exceptional Quality

Despite workforce capacity doubling, quality remained the same.

Performance Highlights

Agent Excellence

Chat agents efficiently supported students during the exam setup.

Maximized Oversight

Proctors concurrently monitored up to three students.

Equipped for Success

Administered continuous training to ensure every new agent could perform at the highest quality.

The partnership was recognized as a gamechanger during a period of critical need. Working Solutions’ ability to pivot quickly and provide seamless, high-quality service reinforced the company’s reputation as a leader in outsourced customer support.

Discover the Difference
Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.