Dead Ringers, a mystery shopping firm serving the death care industry, was hitting a growth ceiling: their manual review required answering 75-90 questions per call across hundreds of monthly evaluations. By using Voxjar, they doubled throughput, squashed delivery times, and replaced subjective biases with objective AI analysis.
The Capacity Ceiling
Dead Ringers helps funeral homes ensure FTC Funeral Rule compliance, carrying fines up to $53,000 for violations. Despite its critical nature, their review process was manual. Every mystery shopping call required a human reviewer to listen and manually answer up to 90 Microsoft Form questions spanning diverse categories.
The Bottlenecks
- Mentally taxing process capped at 5-6 reviews per hour.
- Call deliverables lagged by over a week, hurting compliance timeliness.
- Reviewer fatigue created subjective, biased client comments.
- Labor-intensive processes constrained the business from accepting new clients.
"Having to just go through what AI has done and make sure it's okay versus having to answer those questions is the difference - the ability to do more in the same amount of time. That is the biggest difference that I found while using it."
AI-Assisted Verification Workflow
By implementing Voxjar, Dead Ringers completely flipped their quality operations. Instead of manually uncovering every answer and typing comments, human reviewers shifted to simply verifying the work Voxjar's AI pre-completed.
Automated QA Discovery
Auto-evaluating 75-90 questions covering objective details and soft skills.
Zero-Bias Commentary
Delivering objective call summaries without burnout.
Real-Time Actionability
Generating performance scorecards in minutes instead of manually piecing datasets.
"I don't have to censor or rework or make our comments more objective; that is probably the thing that saves me the most time."
Breaking the Growth Ceiling
The transition from strict manual listening to AI-assisted validation empowered Dead Ringers to deliver higher quality reports far faster, enabling them to aggressively pursue expansion without linear cost constraints.
Key Breakthroughs
- Increased throughput to 10-15 calls per hour.
- Data delivery to clients compressed from 1.5 weeks to just 1-2 days.
- Eliminated subjectivity and returned strict objectivity to their professional assessments.
Transitioning from manual data entry to AI-assisted verification
Every mystery shopping call required a reviewer to manually complete a form containing 75 to 90 questions. At best, a reviewer could process five to six calls per hour. With over 300 calls per month, the manual process was a significant bottleneck.
"We would get calls. We would listen to the call and fill out a Microsoft form that had that 75 to 90 questions and submit it... You could probably do maybe five or six in an hour under our previous system."
By using Voxjar, reviewers shifted to simply verifying the work Voxjar's AI pre-completed. Throughput jumped to 10-15 calls per hour, and the company successfully reduced its reviewer team from 3 down to 1 while handling growing volume.
Eliminating subjective bias in client-facing commentary
After hours of listening to calls with poor customer service, reviewer fatigue bled into written commentary, producing subjective assessments. Wendy often found herself manually re-working reviewer comments before they could appear on client dashboards to protect the company's credibility.
"Part of it was the comments that my reviewers would put. They weren't as objective as I wanted them to be. They were more subjective because you listen to an hour worth of calls and there's lack of good customer service that kind of comes through sometimes."
Voxjar now handles the initial analysis, generating neutral, objective explanations of call events. This removes the emotional toll from the reviewers, preventing burnout and maintaining professional standards without constant managerial oversight.
Slashing data delivery time from weeks to days
A massive backlog frequently pushed data delivery timelines to the very end of the month. Because of the manual ceiling, clients could wait up to a week and a half after calls were made before receiving any actionable compliance data.
"It used to take us till the very end of the last day of the month to get through all of our calls and to get all of it uploaded into our client facing information. It could be up to a week or a week and a half before we would get through all the calls of one day."
With AI handling the heavy lifting, data delivery has been compressed to just one to two days. This drastically accelerated feedback loop provides clients with the near-real-time compliance oversight they were originally promised.