May 8, 2024
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5 min read
The listed price of an online proctoring tool is rarely the full cost. This post breaks down four hidden expenses that organizations often overlook: the support burden created by installation-based tools, the admin time required to investigate false positive flags from AI-only systems, the customization cost of adapting higher-ed-built tools for non-academic audiences, and the potential legal and regulatory liability when a proctoring system cannot produce defensible records.

Previously on the blog, we’ve made the case for treating online proctoring as an investment — in the safety of your learners, and the integrity of your testing. We’ve detailed some of the emerging threats against fair, secure online assessments, and we’ve shown what can happen when these threats aren’t taken seriously.
But we haven’t done a deep dive into the actual cost of online proctoring. Different providers have different billing models; the specific features you need — ID verification, participation monitoring, recorded vs. live proctoring, etc. — as well as the anticipated volume of exams, will all determine your top-line numbers. And while those numbers are important, they don’t tell the whole story. To really understand the potential cost of remote proctoring, you need to understand the ‘shadow costs’ — hidden expenses that can crop up if you focus exclusively on pricing when making your decision.
(ps. If you're looking for Integrity Advocate's pricing, we recommend contacting our sales team, as our services are generally customizable based on your needs.)
The number one complaint we hear from prospective customers coming to Integrity Advocate from a competitor is the high cost of support required to get learners set up and running with other solutions. When an online proctoring tool requires learners to install an application or browser plug-in, or make changes to system settings, support rates may be between 30-40%.
Let’s break that down and look at the numbers. If you run 1000 proctored exams a session, and approximately 30% of those require a support call, that’s 300 support calls/session. If each support call takes 10 minutes to resolve, that’s 3000 minutes, or 50 hours, of tech support required on top of the cost of your proctoring service.
Another hidden cost of online proctoring involves resolving disputes and correcting ‘false positive’ violation flags. Many of the cheapest online proctoring tools rely heavily on AI to identify rules violations. If these aren’t followed up with a human review, innocent test-takers can easily be penalized. Even putting aside the more insidious biases of AI facial recognition, the technology is still too unreliable to be the final arbiter of ethical behavior in an online exam. AI proctoring systems can — and have — mistakenly identified facial patterns in things like wallpaper and houseplants, leading to false positive rules violations.
And what’s the cost of this? Some proctoring services charge for exam retakes, others don’t. Even if there is no additional fee involved, consider the admin time required to investigate learner complaints and clear violations that have been falsely flagged by low-cost, automated online proctoring tools.
One underrated question worth asking when considering an online proctoring system is: ‘how easy is it to accommodate my learners’? Especially when running online testing, accommodation is about more than extra time or support: it’s about adapting a system — generally one built with one very specific user/use case in mind — to meet the unique needs of your program.
Most online proctoring tools are built for a higher ed audience. But we’re seeing more and more clients come from food and alcohol server certification, skills trades/health and safety training, and professional certification. On everything from LMS integration, to rule sets, to participation monitoring, these systems may require extensive customization — and additional time and money — to accommodate the unique user base, environmental and technical requirements of a non-higher ed audience.
All of the hidden costs we’ve spotlighted before involve, in one way or another, the effort required to get a remote proctoring system working perfectly. But what about when things go wrong? Ultimately, the design and implementation of a proctoring system must take into consideration the worst case scenario.
By this we mean, consider the potential cost of a nightmare scenario — say, for example, an employee on a construction site, who has received health and safety certification from your organization, causes an accident on the job. What are the legal, regulatory or reputation implications if you are unable to prove they participated in the training and completed the requirements fully?
The bottom line is that, ultimately, online proctoring systems aren’t something to cheap out on. This doesn’t mean buying the most expensive option on the market, of course — it means doing your research, and considering the full costs and potential implications of your choice.
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Find answers to the most commonly asked questions from our clients.
When a proctoring tool requires learners to install an application, browser plugin, or extension, or to change system settings, a significant proportion of learners will encounter technical difficulties before their session begins. Support rates for installation-based proctoring tools can reach 30 to 40% of participants. For an organization running 1,000 proctored exams per session, that translates to 300 support calls and potentially 50 or more hours of technical support time, on top of the cost of the proctoring service itself.
A false positive occurs when an automated proctoring system flags a session as a potential rule violation when no violation actually occurred. AI-based proctoring systems have flagged innocuous things like wallpaper patterns and houseplants as suspicious behavior. When false positives are not followed up with human review, innocent participants can be penalized. Even when no additional exam fee is charged for a retake, the administrative time required to investigate complaints, review flagged sessions, and clear incorrect violations represents a real and often underestimated cost.
Most online proctoring tools are designed with higher education as the primary use case. Organizations in food and alcohol service certification, skilled trades, health and safety training, and professional certification often have different LMS integrations, rule sets, participation monitoring requirements, and technical environments. Adapting a higher-ed-built tool to meet these needs frequently requires extensive customization, additional time, and additional cost that does not appear in the initial pricing comparison.
Integrity Advocate's browser-based platform requires no installation, which eliminates the primary source of support burden. Fewer than 1% of learners require support, compared to the 30 to 40% common with installation-based tools. Human review on every flagged session eliminates false positives before they become administrative problems. The platform is configurable for non-higher-education audiences without extensive customization. And every session produces a documented, human-reviewed record that holds up to regulatory and legal scrutiny.