Testing programs face increasing pressure to deliver secure, efficient, and seamless experiences for both test takers and Test Center Administrators (TCAs). Improving test centers through advancements in technology, staff training, and operational efficiencies enhances the entire testing process for all involved.
In this blog, we explore the latest trends in test center delivery and share best practices for implementing these innovations, alongside real-world examples.
Prioritizing operational efficiency through technology
In any industry, efficiency is key. For testing programs, this translates into smooth, uninterrupted operations, and the ability to address issues proactively. A significant development in testing technology is the transition to next-generation platforms that replace outdated systems, driving operational improvements.
PSI’s adoption of the Global Proctoring Solution (GPS) serves as a prime example of how modern, web-based technology can improve operational efficiency. Our move to GPS has resulted in a remarkable 40% reduction in software-related support tickets. GPS is designed to be highly responsive and reliable, providing a seamless experience for both test administrators and candidates. By enabling better prioritization of support resources, GPS helps identify and resolve recurring issues, which leads to fewer disruptions during testing.
Best practice takeaway: Testing programs should embrace evolutions in platform enhancements. Doing so in a deliberate and strategic manner can help organizations scale functionality that creates user-friendly solutions that can improve efficiency and reduce technical support needs. Regular software updates and a proactive approach to identifying and fixing recurring issues can go a long way in ensuring a smoother experience for everyone involved.
Enhancing the test taker experience
The test taker experience plays a pivotal role in the success of any testing program. A smooth, well-supported testing environment not only boosts candidate satisfaction but can also improve performance outcomes.
PSI has recognized the importance of creating an inviting and comfortable environment for candidates by investing in test center refurbishments nationwide. These upgrades focus on creating a welcoming, professional environment that empowers test takers to perform at their best. Every PSI test center will reflect a standard of excellence — fostering confidence, reducing anxiety, and offering a consistent experience that supports everyone’s opportunity to succeed.
As part of PSI’s commitment to elevating the test center experience, updates to check-in procedures have been introduced, including the use of visual cues and clearer on-screen prompts. These enhancements are designed to not only streamline the check-in process for test takers but also support test center staff, by providing tools that help reinforce program requirements with clarity and consistency.
A measurable benefit is already being observed: improved check-in times, which reduce friction at the start of the test taker journey. As a result, candidates can begin their exams with fewer complications, feeling more focused and confident.
Best practice takeaway: To create a positive test taker experience, focus on both the physical and digital environment. Regularly refurbish test centers to ensure comfort and accessibility and streamline processes to minimize delays and confusion. A well-structured, stress-free experience helps candidates perform at their best.
Training and empowering staff: the key to consistent quality
Behind every smooth testing experience is a dedicated team. At PSI, our Test Center Administrators (TCAs) are more than just operational staff, they are our brand ambassadors and the lifeblood of every successful test center experience.
TCAs play a critical front-line role managing daily operations, maintaining strict test security protocols, and ensuring every test taker feels informed, supported, and ready to succeed.
We recognize the unique pressures and responsibilities these roles carry, which is why we are committed to enhancing TCA engagement, fostering a strong professional community, and investing meaningfully in the development of these vital team members.
This commitment is not just about retention or productivity, it’s about creating a consistent, high-quality testing experience where our people feel empowered and our test takers feel confident. When we invest in our TCAs, we elevate the entire PSI experience.
PSI’s recent initiatives include providing TCAs with hundreds of updated training modules via their Learning Management System (LMS). These modules cover key areas like security, customer service, and operational procedures. Additionally, PSI has introduced a new Lead TCA role to provide on-site leadership and mentorship, ensuring that team members receive the guidance and support they need to perform at their best.
These efforts are bolstered by the hiring of a Transformation and Engagement Consultant, whose role is to drive a positive workplace culture, ensuring that TCAs feel engaged and connected to the broader mission.
Best practice takeaway: Testing programs should prioritize staff development by offering ongoing, targeted training. Create opportunities for staff leadership and career advancement, and invest in workplace culture to foster engagement. Empowered, well-supported staff are crucial to delivering consistent and high-quality service.
Leveraging data for continuous improvement and security
Data is a powerful tool for improving processes, identifying issues, and maintaining security. PSI’s approach to quality assurance and security monitoring includes real-time remote monitoring of test centers and a robust mystery shopper program that helps identify areas for improvement. This data-driven approach allows PSI to respond quickly to issues and refine its operations in real time.
Additionally, PSI’s use of DVR footage audits and regular compliance checks ensures that all operations meet security standards. The combination of real-time monitoring and mystery shopper evaluations provides a comprehensive view of both the candidate experience and operational performance, allowing PSI to make targeted improvements.
Best practice takeaway: Incorporate data-driven initiatives into testing programs to continuously monitor and improve security, operations, and customer service. Tools like remote monitoring, audits, and mystery shoppers offer valuable insights that can drive meaningful improvements.
Streamlining incident management and reporting
No testing program is immune to incidents. However, the way these incidents are managed can significantly impact the overall experience. PSI has implemented an upgraded incident reporting system that simplifies the process, allowing test administrators to log information more efficiently and improve trend analysis to facilitate problem resolution quickly and accurately. This streamlined approach reduces the administrative burden on staff and ensures that incidents are handled efficiently.
The new system will be integrated with PSI’s test taker booking platform, ensuring that all issues are logged and addressed in a timely manner. This minimizes disruption during testing and ensures that candidates receive the support they need, when they need it.
Best practice takeaway: A streamlined incident reporting system is crucial for maintaining operational efficiency. Implementing intuitive reporting tools that reduce manual work and improve accuracy can help resolve issues faster and prevent delays during testing.
The future of testing: automation and AI integration
Looking ahead, automation and artificial intelligence (AI) are poised to play a significant role in the future of testing programs. PSI is looking towards the future, with the aim of further enhancing our GPS system. We will continue to refine and improve on enhanced check-in procedures and incident reporting features that have been introduced and seek to leverage AI to improve responsiveness and automate certain processes, further increasing efficiency.
Best practice takeaway: Testing programs should prepare for the integration of AI and automation in their operations. Automating routine tasks and utilizing AI for data analysis can help optimize workflows, reduce manual errors, and improve overall operational efficiency.
Continued evolution
As testing programs continue to evolve, embracing industry trends and best practices is essential for maintaining a competitive edge. By focusing on operational efficiency, enhancing the test taker experience, investing in staff development, leveraging data for continuous improvement, and streamlining incident management, testing organizations can create a more secure, reliable, and user-friendly experience for all stakeholders.
PSI’s recent investments in technology, training, and test center improvements offer valuable lessons for testing programs seeking to enhance their own operations. As well as adopting the latest tools, these advancements represent a commitment to continuous improvement, security, and the overall quality of the testing experience. By following these best practices, testing programs can ensure they are well-positioned for the future, delivering value to clients, candidates, and staff alike.
Find out more about how PSI is enhancing our Test Center Network with key investments.