When every exam counts, operations cannot fail
Firstsource runs the full assessment operations lifecycle, including proctoring, scoring, candidate experience, and agentic AI, for testing organizations at any scale and across every time zone.
Firstsource CX strategy deliverable was super comprehensive and thorough, one of the best I have seen.
WHY THIS MATTERS
The pressure on testing operations is structural, not seasonal
For COOs and CFOs at testing and credentialing organizations, the compounding of volume surges, candidate experience failures, and digital transformation demands is eroding margin and credibility simultaneously.
Volume Surge
68.06B
Market size in 2024 for the North America testing, inspection, and certification market shows the scale of the broader testing ecosystem and supports the need for flexible operating models.
MarketsandMarkets — North America Testing, Inspection, and Certification (TIC) Market
CX Failure
6.6%
The average call abandonment rate for service desks in Benchmarking data, making it a defensible external proxy for capacity strain in high-volume support environments.
HDI — Metric of the Month: Call Abandonment Rate
Digital Friction
5-7 days
A documented benchmark for routine query resolution in organized support workflows, which is far more defensible than the original 2 to 30+ day claim.
Clinical Studies — Best Practices for Query Management Workflows in Clinical Trials
PROVEN OUTCOMES
Under testing-season pressure, our results hold
Every figure below comes from live operations with active testing and credentialing clients, not projections.
20%
CSAT improvement, year-over-year
A global educational assessment leader transformed test-taker support with Visual IVR, GenAI email automation, and a tiered 24/7 model, clearing a 60,000-case backlog in 60 days while improving satisfaction continuously.
179,909
proctored exams delivered
Firstsource scaled a proctoring workforce in 8 months to cover 14 months of live exam delivery at 89%-92% quality scores, with 24/7 global coverage from day one.
$2.8M
scoring cost savings in year one
Firstsource stood up hundreds of trained raters in three months for a standardized English proficiency assessment, running end-to-end rater management within a 3-day SLA and outperforming scoring benchmarks from the first week.
$15M
GCC savings in 15 months
Firstsource operationalized a Global Capability Center from zero (hundreds of professionals across 70+ roles including AI/ML engineers and psychometricians) in three months, enabling proctoring and scoring transformation programs at scale.
SOLUTIONS DEEP DIVE
Solutions across the full testing lifecycle
Each solution is mapped to where the pressure runs deepest from candidate acquisition through exam delivery, financial operations, support, collections, and credential outcomes.
Turn prospects into enrolled test-takers at scale
We support end-to-end recruitment, lead management, and inquiry-to-application workflows that convert awareness into registrations. Our services include candidate identification, intent-based outreach, application processing, admissions operations automation, test preparation support, and continuing education acquisition across all learner segments.
Operate test financing and payment operations end to end
We support end-to-end test financing and payment operations across application, approval, disbursement, repayment tracking, and payment reconciliation. Our services include financial aid processing, billing and payment operations, student financial services support, sponsorship administration, and employer-tuition programs for corporate and institutional testing organizations.
Deliver and support learning experiences from content to completion
We support LMS and EdTech platform operations, courseware and content operations, assessment delivery, proctoring, exam administration, and learner support. Our services include online and in-person proctoring, remote invigilation, and session integrity and compliance to ensure quality delivery at every testing session.
- LMS/EdTech platform support
- Courseware & content operations
- Assessment delivery
- Proctoring & exam administration
- Remote invigilation
- Session integrity & compliance
Operate 24/7 learner support across all channels and life events
We provide omnichannel contact center, technical support, and specialized learner services. Our services include student helpdesk, IT support and troubleshooting, international student services, accessibility and disability accommodations, and health and wellness intake. We use 100% automated quality management with escalation to domain specialists to ensure consistent service quality.
Recover outstanding receivables while preserving candidate relationships
We provide compliance-led collections, tuition collections, and accounts-receivable recovery for testing organizations. Our services include FDCPA-compliant segmented outreach, negotiated resolution pathways, loan servicing support, and cycle-aware scheduling to avoid exam window conflicts while protecting candidate lifetime value.
Connect test-taker outcomes to career advancement and placement
We support credential verification and issuance, certification badging, career services, employer matching, career coaching, alumni engagement, and employer partnership programs. Our services include alumni outcomes tracking to help organizations extend engagement beyond test completion and connect test-taker outcomes to career advancement.
CLIENT SPOTLIGHT
How we engage across the full assessment value chain
Learn what a fully accountable candidate experience operation looks like in practice: omnichannel support, rapid deployment, and measurable satisfaction improvement working as one.
market share to a fragmented contact operation. Call abandonment stood at 30%, a backlog of 60,000+ queries had accumulated, email response times ranged from 2 to 30+ days, and digital self-service was effectively non-functional.
Firstsource deployed a data-driven CX transformation roadmap with Visual IVR, GenAI-enabled email automation, AI-powered chatbots, and a tiered support model, with a tech-enabled L1 team live in 45 days. Abandonment fell to 1%, hold times dropped to a few minutes, the 60,000+ backlog was cleared within 60 days, and candidate satisfaction improved by 20%+.
Firstsource deployed a data-driven CX transformation roadmap with Visual IVR, GenAI-enabled email automation, AI-powered chatbots, and a tiered support model, with a tech-enabled L1 team live in 45 days. Abandonment fell to 1%, hold times dropped to a few minutes, the 60,000+ backlog was cleared within 60 days, and candidate satisfaction improved by 20%+.
60,000+
backlog cases cleared in 60 days
CAPABILITIES
End-to-end capabilities across the full testing lifecycle
These capabilities map to where the pressure runs deepest from candidate contact and exam delivery through financial operations, collections, and strategic advisory.
Customer experience
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Omnichannel support that closes every gap in the test-taker journey
We provide omnichannel contact center operations with Visual IVR, GenAI email automation, and AI chatbots, supporting 24/7 service across voice, chat, email, and messaging. Automated quality management audits every interaction with 100% coverage and escalates complex cases to domain specialists.
Learn more
Intelligent back office
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End-to-end back-office operations built for assessment at scale
We manage end-to-end document processing, rater lifecycle management, and agentic AI workflows for test rescheduling with OCR and forgery detection. Our services include GCC operationalization, psychometric support aligned to IRT and CTT frameworks, and accreditation-ready outcome reporting.
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Collections
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Receivables recovery that protects candidate relationships
We combine compliance-led collections with FDCPA-aligned outreach, segmented receivables recovery, and negotiated resolution pathways. Cycle-aware scheduling preserves candidate relationships while recovering outstanding balances across deferred payments, corporate sponsors, and charged-off accounts.
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Advisory and consulting
A clear transformation roadmap before any spend is committed
We provide operational maturity mapping and transformation roadmaps within 4 weeks. Our assessments cover AI readiness, CX journey analysis, workforce optimization, GCC feasibility, and peer benchmarking against assessment sector standards before organizations commit to transformation spending.
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Tech services
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Purpose-built AI for every layer of assessment operations
We provide a purpose-built AI stack for assessment operations, including multi-bot agentic orchestration, Visual IVR, GenAI email automation, OCR with forgery detection, and AI Coach for rapid competency gains. The solution integrates with exam platforms, CRM, and LMS without vendor lock-in.
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Marketing AI services
Registration growth calibrated to exam cycle demand
We drive registrations through demand generation, intent-based outreach, and lead scoring that convert awareness into enrollments. We support counselor-assisted conversion for high-value programs and employer sponsorships, calibrated to exam cycle seasonality for maximum registration yield.
Learn more
PROOF OF DELIVERY
Scale, quality, and savings from live engagements
Programs. Distinct metrics. All sourced from active operations with testing and credentialing organizations.
800+
security incidents flagged
In 6 months of proctoring operations, Firstsource's structured audit framework identified and escalated over 800 security incidents preserving exam integrity at scale across global test populations.
25%
cost reduction in CX operations
A data-driven digital transformation roadmap spanning Visual IVR, GenAI email automation, and a 24/7 support model reduced the total cost to serve while simultaneously improving candidate satisfaction by 20%+ year over year.
3 months
GCC fully operationalized
Firstsource established a world-class Global Capability Center from zero, covering legal, facilities, infrastructure, and the hiring of 150+ professionals across 70+ roles, and delivered a fully staffed, culturally aligned, operational center in under 90 days.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
Global educational assessment leader partners with Firstsource to evolve its CX to be digital-first, achieving 25% savings and 20% increase in customer satisfaction
A global education firm partners with Firstsource to transform its customer experience, improving service quality, agility, and learner satisfaction.
CONTACT US
Every examination window is a reputational moment. Let's make sure yours holds.
Tell us where the pressure is highest, and we will respond within one business day with a structured perspective on where to start.
- Our proctoring, scoring, and CX programs are live with the world's largest assessment organizations, not in pilot.
- We deploy at speed: 24/7 support operational in 45 days, GCC fully staffed in 3 months.
- Every engagement is outcomes-linked. We put accountability behind the numbers we quote.