Taking the CCXP Exam Using Remote Proctor

Taking the CCXP Exam using the Remote Proctor Delivery Method

As of July 2020, the Certified Customer Experience Professional (CCXP) certification exam is now available as a secured, proctored, online test utilizing Prometric’s ProProctor™ system. This is an additional option to the current opportunity to take the exam at an in-person testing center. This remote opportunity allows individuals to take the CCXP exam in a safe and secure environment such as their home or office, and is administered with a live exam proctor to facilitate and monitor the exam process. The online exam process maintains the same rigor and validity as taking the test inside of a testing center.

In order to ensure the security of the test administration, candidates will need to provide a testing environment and equipment that meets the ProProctor™ system requirements.  Before you consider signing up for live online proctoring of the exam, please check your system and review the testing arrangements to ensure you meet the minimum requirements. This is especially important because if you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Before you consider signing up for this option, we strongly encourage you to do a system check and review the user guide. For an optimal exam experience, it is preferred that you use a windows-based computer 8.1 or higher when accessing the remote proctoring system. If all you have is a MAC computer, please ensure the operating system version is MAC OS 10.13 or higher. Any earlier versions will experience compatibility issues. (*note iPad/Android tablets are not currently supported. Microsoft Surface or similar can be used only when configured in laptop mode). The use of a corporate or company-issued computer, regardless of operating system, is not encouraged by our exam vendor, Prometric. These computers  often have additional software that prevents third-party programs from functioning as they should. They request that you please find a personal device on which to take your exam. Also, please note, your preference of dates and time for the remote exam option are not guaranteed and are available on a first come, first serve basis.

System Check - The system check is to ensure your device meets minimum requirements to use the ProProctor Application. Technical issues related to internet connectivity, firewalls, etc. may cause the exam not to launch on exam day. If this happens, please have the link to the ProProctor chat support ready to assist you.

 User Guide 

Is taking the exam in person the better option for you? Learn how to schedule your exam here.

ProProctor Online Testing Requirements

You must arrive to your online check-in on time or risk receiving a “no-show” (forfeit) result for the exam. It is suggested that you arrive at least 45 minutes prior to your check-in time due to the high volume of candidates taking the exam online worldwide. The basic requirements are listed below. Additionally, please review the ProProctor System Check and User Guide provided by Prometric. Due to high candidate volumes, it may take up to 45 minutes to be assigned a proctor for your exam session. Do not sign out or close the testing browser during this period. Please be patient, and your exam will be assigned in the order it was received.

Overview of Materials Needed for Remotely Proctored Exam:

• Your computer must have a camera, microphone and internet connection.
• Google Chrome is required! You will need to download Google Chrome prior to installing ProProctor Application to take the exam.
• Ability to install a lightweight app prior to the scheduled test. If you are using a company-issued laptop, you may need to check with your IT department before downloading
• You must have the microphone capability to speak to your remote proctor via the ProProctor™ application.
• For an optimal exam experience, it is preferred that you use a windows-based computer 8.1 or higher when accessing the remote proctoring system. If all you have is a MAC computer, please ensure the operating system version is MAC OS 10.13 or higher. Any earlier versions will experience compatibility issues. (*note iPad/Android tablets are not currently supported. Microsoft Surface or similar can be used only when configured in laptop mode). You can find MAC OS software installation guidance here.
• The use of a corporate or company-issued computer, regardless of operating system, is not encouraged by our exam vendor, Prometric. These computers  often have additional software that prevents third-party programs from functioning as they should. They request that you please find a personal device on which to take your exam. If a company-issued computer is your only option, you can find software installation guidance for your IT Team here.
• Internet Connection Speed: 0.5 mbps or greater.  Please position your device where you can receive the strongest signal. Or please consider using an Ethernet cable to connect directly to the router.

You must be able to move your camera or laptop around and provide a 360° view of the workstation and surrounding area.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here. 

Everything about becoming a CCXP is contained in the CCXP Candidate Handbook CCXP Candidate Handbook – it’s your guide to navigating the CCXP certification process.

Technology Requirement Specifications

ProProctor™ System Requirements:

• You can only use one laptop or desktop computer for your exam. No dual-monitor configurations are permitted for testing.
• You must have a working microphone to speak with your remote proctor.
• The minimum webcam resolution requirement is 640 x 480. 
• The minimum requirement for screen resolution is 1024 x 768.
• Computer operating system should be Windows 8.1 or higher.
• For an optimal exam experience, it is preferred that you use a windows-based computer 8.1 or higher when accessing the remote proctoring system. If all you have is a MAC computer, please ensure the operating system version is MAC OS 10.13 or higher. Any earlier versions will experience compatibility issues. (*note iPad/Android tablets are not currently supported. Microsoft Surface or similar can be used only when configured in laptop mode). You can find MAC OS software installation guidance here.
• The use of a corporate or company-issued computer, regardless of operating system, is not encouraged by our exam vendor, Prometric. These computers often have additional software that prevents third-party programs from functioning as they should. They request that you please find a personal device on which to take your exam. If a company-issued computer is your only option, you can find software installation guidance for your IT Team here. Please note that you may still run into issues launching the exam on test day, even if your IT Team is able to disable the firewalls. If it is found that your technology does not meet requirements, you will forfeit your exam fee and must pay a new full exam fee to reschedule. 
• Web Browser should be the current version of Google Chrome.
• Internet Connection Speed: 0.5 mbps or greater.  Please position your device where you can receive the strongest signal. Or please consider using an Ethernet cable to connect directly to the router.
• If you run into issues before or during the exam, please reach out to ProProctor support using this link.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here. 

Virtual Test Center Procedures

Check-in Procedures/Breaks:

• Original, valid (unexpired), government issued photo & signature bearing identification is required to take an exam. Validity and the number of acceptable IDs are pre-determined by Prometric and confirmed by your test sponsor. Please check your exam confirmation email (candidate admission letter) for specific requirements.
• You will be required to show your workstation and surrounding area.
• You will be required to empty and turn all pockets inside-out and raise shirt sleeves above your wrists prior to every entry into the online test. If you are wearing eyeglasses you will be required to remove them for visual inspection to ensure they don’t contain a recording device. In addition, large jewelry items must be removed.
• If you have long hair that covers your ears, you will be asked to pull your hair back to ensure nothing is attached to your ear that could provide an unfair advantage (such as a Bluetooth earpiece).
• Leaving the camera view while the exam is in progress is strictly prohibited unless otherwise specified by the client sponsor.
• You are allowed two (2) ten-minute breaks during the exam. However, the exam clock does not stop during the breaks and you will be subject to performing all security protocols again upon return to camera view.
• Changing location while testing, turning off lighting or audio, speaking to or receiving aid from other individuals is strictly prohibited.
• Candidates are required to be professional, civil, and respectful at all times while testing.
• All exams are continuously monitored by video and audio recording.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here.

Exam Environment Requirements

• Testing location must be indoors, well-lit and free from background noise and disruptions and in a room with a door that closes.
• You must be able to move your camera or laptop around and provide a 360° view of the workstation and surrounding area.
• No third party (including children and pets) may be present in the room or enter the room for the duration of the exam. If this occurs, your exam will be terminated and/or your results invalidated.
• Your workstation and surrounding area must be free of everything except your computer, scratch paper, pencil, and clear bottle/glass of water. We strongly suggest you set up an area that is completely clear of any clutter, other materials, and wall hangings (mirrors, art, clocks, etc.). Also, you may not have any items under your workstation.
• No content that could potentially provide an unfair advantage during your exam, including anything posted on walls (mirrors, art work, papers of any kind) or within your immediate area, should be present during your exam session. Please cover any objects that cannot be removed with a sheet or cloth of some sort.
• External monitors are not allowed to be attached to your laptop or desktop computers. Please remove them from the exam area. If you are not able to remove items, you must cover them with a sheet or other cloth. This may include televisions or anything with a screen.
• You will be asked to stand up and have a full body scan done including the following: raise your pants legs above your ankles, empty and turn all pockets inside-out and raise shirt sleeves above your wrists prior to every entry into the online test. If you are wearing eyeglasses you will be required to remove them for visual inspection to ensure they don’t contain a recording device.
• Remove large jewelry items from your person prior to and throughout the duration of the exam. You may also be asked to remove all jewelry prior to start of exam. Our advice is to err on the side of caution and remove everything before logging in for the security check. 
• Pull your hair back to ensure nothing is attached to your ear that could provide an unfair advantage - i.e. a blue-tooth earpiece.
• You are allowed two blank (unlined) white pieces of copier paper and two non-mechanical pencils/pens. 
• You are allowed a clear glass or bottle of water. The label must be removed from the bottle.
• You are allowed two (2) ten-minute breaks during the exam. However, the exam clock does not stop during the breaks and you will be subject to performing all security protocols again upon return to camera view.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here. 

Prohibited Items and Examinee Conduct

• Unauthorized personal items may not be accessible while testing. Such items include, but are not limited to: outerwear, hats, food, drinks, purses, bags or briefcases, notebooks, watches, cell phones, electronic devices, or wearable technology.
• Eating, drinking, smoking, and chewing gum are prohibited during the exam.
• Written notes, published materials, and other testing aids are strictly prohibited.
• Light clothing items removed for comfort such as sweaters, suit jackets, scarves, etc., must be hung on the examinee’s chair, not placed in laps or on the workstation desktop. Outerwear such as heavy coats, parkas, raincoats, etc., is not permitted in the immediate testing area.

PLEASE NOTE: The Remote Proctor (RP) is authorized to dismiss you from the test session for a violation of any of the Testing Regulations, including exhibiting abusive behavior towards the RP. If you are found to have violated any of the regulations during your exam, the RP is required to notify Prometric and your test sponsor.

Prometric, alone or in conjunction with your test sponsor, shall then take any further action necessary to sanction your conduct, up to and including invalidation of your test score and/or pursuit of civil or criminal charges. You acknowledge that you have no right to privacy at your current location during exam delivery and that you waive any and all claims asserting a right to privacy.

If you do not wish to be recorded (either by video or audio), please notify the proctor immediately of your intent not to proceed with the exam.

Note: Client/test sponsor practice policies shall supersede these regulations if a conflict exists.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here. 

Contact Information

Registration and Scheduling Department

If you need to schedule, reschedule, or cancel an exam, contact ProProctor:

• Toll Free – U.S., U.S. Territories and Canada: 1-800- 813-6779
• International: +1-443-455-6299 – Note that any international charges may apply
• Email: pro-proctor@prometric.com

Testing Accommodations

If you require accommodations for any illness, learning or physical challenge, please contact CCXP Support Staff at ccxpsupport@cxpa.org for testing accommodation forms to be completed by you and your medical team.

Technical Support Link
PLEASE NOTE: If you require technical support before or during your exam, please click on the link:
https://ehelp.prometric.com/proproctor.

Important Note: If you register to take the exam remotely and your remote proctor determines your room or workstation does not meet the requirements, your exam fees will be forfeited.

Is taking the exam in person the better option for you? Learn how to schedule your exam here. 

Frequently Asked Questions: 

User Guide

System Check

Do you have a question that is not answered here? Please send an email to ccxpsupport@cxpa.org.