PSI Enhances Test Center Network with Key Investments, Reducing Support Calls by 40%
Wednesday, March 12, 2025
OLATHE, Kan., March 4, 2025 /PRNewswire/ -- PSI Services has begun a large investment program to further enhance its already high-performing U.S. Test Center Network through a suite of strategic initiatives. These upgrades, designed to boost efficiency, security, and the test taker experience, have already resulted in a 40% drop in software-related support calls.
Vice President of Domestic Channel at PSI, Neal Baer, said: "By integrating innovative technology, reinforcing security measures, and upskilling staff, PSI is setting enhanced standards across our Test Center Network. With such a significant and ongoing investment, test takers and credentialing organizations can expect an even more seamless, secure, and efficient testing experience."
The improvements span quality assurance, recruitment and training, technology, and facilities. With further advancements planned for the coming year, PSI has also engaged a Transformation and Engagement consultant to develop and support the positive culture of the PSI Test Center Administrator (TCA) community.
Janet Garcia, CEO of PSI, added: "Thanks to the support of our new owners, ETS, we are excited to have begun the rollout of our long-term strategy and investment plan for PSI Test Centers. The data already shows the impact, and our focus on innovation will continue to show results. We really are imagining the test center of the future."
Strengthening quality assurance and security
PSI is exceeding industry standards and taking a proactive approach to monitoring test center performance with an unprecedented number of audits. A multi-layer strategy includes scheduled and surprise inspections, mystery shopper evaluations, and enhanced remote and AI assisted oversight:
-- Live monitoring for real-time compliance and support.
-- Enhanced mystery shopper program to detect common fraud tactics.
-- Regular DVR audits to strengthen security.
-- Data-driven training to improve effectiveness.
Technology and physical upgrades
Innovation-driven technology rollouts and test center refurbishments are modernizing operations across the network including more self-serve functionality and enhanced ID Verification:
-- Targeted test center updates to enhance accessibility and experience.
-- New proctoring software improving performance and test taker experience.
-- Upgraded network infrastructure boosting security and efficiency.
In addition, continuous training enhancements are reinforcing the skill set of PSI test center teams. Upcoming 2025 enhancements include an improved incident reporting tool for seamless case tracking and better integration with the test taker booking system.
About PSI
We partner with clients in a rapidly evolving landscape to deliver over 22 million tests every year. All backed by exceptional test taker experiences, innovative test delivery solutions, and best practice test development.
PSI's long history of testing is grounded in proven science, the latest technology and extensive operational expertise. Our unwavering focus is on delivering frictionless and fair test taker experiences, without compromising test integrity. Whether it's through valid test content, authorized test centers, secure remote testing with online proctoring, multi-modal test delivery, testing windows or continuous testing on-demand.
We partner with certification test sponsors covering the breadth of professional specialisms from healthcare, architecture, finance and IT to numerous highly specialized sectors. And we develop and deliver licensure tests across multiple industries including insurance, real estate, barber and cosmetology, construction, and trades.
Learn more at psiexams.com
Media Contacts:
Karolyn Andrews, karolyn.andrews@psionline.com
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SOURCE PSI Services LLC
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