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What are after-hours calls worth?

ServiceTitan puts 10.7% to 12.1% of trades calls outside business hours, nearly 1 in 8. This calculator applies a share you choose to a monthly call count, then a booking rate and a ticket. The default share is the 11.4% midpoint, labeled as a midpoint. This hub uses the typical-shop booking rate and the HVAC service-repair ticket so the example has a number. Open a trade for its own figures.

Calculator

Assumption 60 calls a week, the example on the missed-call calculator, times 4.33 weeks, rounded to 260.

Assumption Midpoint of ServiceTitan's 10.7% to 12.1% range. Source

Typical-shop booking rate, 42%, from ServiceTitan's June 2022 report. Trade pages use HVAC 38%, plumbing 43%, and electrical 41%. Roofing uses the 42% stand-in. Source

ServiceTitan booking-rate report: small shops 9% after 6 pm (26% in the morning); large shops 21% after 6 pm (61% in the morning). Call Trends: shops with 10 or fewer technicians book 30% of off-hours calls; shops with more than 50 book 58%. The menu fills the field. Those are different cuts of the data.

Assumption on this hub: $385 is the HVAC service-repair ticket from ServiceGrid, not an all-trades average. The default ticket equals the regular ticket on this page. We do not have a sourced after-hours premium, so none is added.

Assumption Zero counts every after-hours call as unanswered. Type the share you already pick up.

Worked example

$4,793 per month

$57,513 per year

After-hours calls: 29.64 per month

Unanswered after hours: 29.64

Jobs at risk: 12.449 per month

How the math works

  1. After-hours calls = total calls × off-hours share.
  2. Unanswered after-hours calls = after-hours calls × (1 − share already answered).
  3. Jobs at risk = unanswered after-hours calls × booking rate.
  4. Revenue at risk per month = jobs × ticket. Per year = that month × 12. Rounded to the nearest dollar at the end.

ServiceTitan saw lower booking rates after 6 pm (small shops 26% in the morning and 9% after 6 pm; large shops 61% and 21%). The default result uses the overall booking rate, so treat it as directional. Booking-rate report and Call Trends.

What the default does not claim

The default ticket equals the regular ticket on this page. We do not have a sourced after-hours premium, so none is added.

Your phone gets answered after hours, by an AI

Goldenhour Solutions LLC, Phoenix, AZ. Sunny is an AI receptionist, not a person.

On the Full Package ($249 a month, $1,997 one-time setup), an AI voice answers calls after hours, on weekends, and while you are on the other line. It takes messages, answers common questions, and collects a preferred time. You confirm the appointment. Callers are talking to an AI. Google Calendar is not synced. A missed call does not send an automatic text.

Done for you, live within a week. No contract. Cancel anytime.

Try it: call (520) 602-8435 to talk to the AI. That call does not send a text.

Call the AI: (520) 602-8435 (no text is sent)Buy the Full PackageNeed a call?

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FAQ

What does the 11.4% off-hours share mean?

ServiceTitan's Call Trends guide says 10.7% to 12.1% of trades calls come in outside business hours. 11.4% is the midpoint of that range. Using the midpoint is an assumption. Type either end if you prefer.

Why is the result directional?

ServiceTitan's booking-rate report saw lower booking after 6 pm. Small shops booked 26% in the morning and 9% after 6 pm. Large shops booked 61% in the morning and 21% after 6 pm. The default uses the overall trade booking rate, not the after-6 pm rate. A menu on this page can fill in the after-6 pm rates.

Does the default add an after-hours premium?

The default ticket equals the regular ticket on this page. We do not have a sourced after-hours premium, so none is added.

How does the AI answer after hours?

On the Full Package, an AI voice answers after hours, on weekends, and while you are on the other line. It takes messages, answers common questions, and collects a preferred time. You confirm the appointment. Callers are talking to an AI. Google Calendar is not synced. A missed call does not send an automatic text.

Sources