We recently attended a session presented by the Institute for Credentialing Excellence where a panel of presenters were creating artificial friction points to prevent candidates from taking exams online. Their justification was that more than 10% of online test takers experience serious issues, and for many, these issues create unmanageable customer service situations.
For many programs this is a fact, and it is not related to their exams or their testing candidates. The issue is related to the one-size-fits-all service approach offered by remote proctoring companies.
There are several segments that use remote proctoring and each segment has different needs. Higher-ed, for example, wants low-cost proctoring; admissions testing and medical boards are looking for ultimate security, even if it creates a negative testing experience. Most testing providers try to accommodate all markets and this is the main issue for the sub-par proctoring and service experience that impacts your certification program.
If an organization does not have the right online proctoring it presents challenges for both test takers and proctoring companies. Proctoring companies must strike a balance between detecting cheating and providing a comfortable testing experience for the candidate. However, some vendors’ approaches to online proctoring can give the impression that all test-takers are viewed as potential cheaters, which can be uncomfortable and demotivating. Combine this assumption with a challenging check-in process and you have succeeded in adding unnecessary stress and anxiety to the testing experience.
High-volume = Lower Fees = Lower Profits = Lower quality
You might be paying “certification program” market pricing, but in reality your testing candidates are getting that high-volume, low-cost experience. To start with, higher-ed proctoring is high-volume, which means that the universities that have thousands of test takers demand low-cost proctoring. These lower cost models ultimately impact the quality of your candidate’s proctoring experience because a single proctor has to supervise students and professionals all at once. It just doesn’t work.
High-volume = No Proctoring Slots
Do your candidates ever complain that they can’t find proctoring slots? Or if they have to reschedule, the options for finding a new slot are weeks away? That’s also related to remote proctoring servicing high-volume, higher-ed accounts. End of a school term? Admissions windows? Yup, that’s why your test taker can’t book a slot.
Higher-ed = Different security
Remote proctoring providers have difficulty trying to manage all of the different security requirements between varying segments. If you are delivering a higher-ed exam, the test taker is usually coming from a learning management system where the identity requirements are much more lenient than what may be required for an unknown professional candidate.
On the other hand, a lot of higher-stakes exams, e.g. medical boards, are moving to online proctoring, and those exam policies are trickling down and forcing excessive security measures on mid-stakes exams.
The traditional one-size-fits-all proctoring solutions can be inflexible and do not take into account the unique needs of different testing scenarios or populations. The needs of certification testers greatly differ from those of higher-ed test takers. Furthermore, relying on outdated or unstable technology can increase the risk of technical issues, which can negatively impact the candidate experience and the overall effectiveness of the exam.
This is why the Certiverse model is unique. We made the business decision not to proctor higher-ed exams because those security and quality requirements would negatively impact the certification programs that we serve. Our mission is to develop and innovate technologies for programs that are built and developed within Certiverse.
Having a single end-to-end provider can be an ideal solution for organizations looking to improve the online proctoring experience. This can provide a more seamless and streamlined testing experience for candidates, and a more efficient and effective solution for the organization. It can help meet the specific needs of the organization and the candidates while ensuring that there is only one reporting platform, one proctoring platform, and one delivery platform to manage.
The success of a remote proctoring solution depends on its ability to provide a fair and reliable testing environment while also meeting the needs of both the candidate and the organization. This requires a focus on innovation, reliable technology, and a commitment to continuous improvement. At Certiverse, we prioritize removing the pain points and obstacles that take away from a successful proctoring experience. Our mission is to make the testing process more seamless for the test taker and the testing organization.
Ready to learn how your organization can streamline the online proctoring process? Contact Certiverse today.
