25 February 2026
Restaurants Call Handling Benchmark
Peak concurrency and lost covers for Australian restaurants and hospitality.
This micro-report focuses on restaurants and hospitality. For the full benchmark methodology, see the Australian SME Call Handling and Automation Benchmark Report.
Unique data angle
Peak concurrency and lost covers (missed reservation enquiries).
Lunch and dinner rush create the lowest answer rate. Frustrated callers book elsewhere.
Revenue model
missed_calls × reservation_conversion × avg_cover_value × party_size_multiplier
By daypart: answer rate and lost bookings (modelled)
| Daypart | Typical answer rate | Lost bookings estimate |
|---|---|---|
| Lunch rush | Low | High |
| Dinner rush | Low | High |
| After-hours | Very low | Medium (voicemail) |
| Off-peak | Higher | Lower |
See AI receptionist for restaurants for implementation guidance.
Methodology
Scope
- Country: Australia
- Verticals: Service SMEs (clinics, gyms, restaurants, trades, professional services)
- Date range: As specified in each report section
Data sources (hierarchy)
- Government and statutory sources: Australian Bureau of Statistics (ABS), Fair Work Ombudsman (FWO), Australian Taxation Office (ATO), Office of the Australian Information Commissioner (OAIC)
- Published vendor pricing (timestamped, linkable)
- Valory anonymised aggregates (if used): sample, timeframe, and exclusions defined per report
Definitions
- Missed call: Inbound call that was not answered by the business (voicemail, ring-out, or overflow)
- Answered call: Call that reached a human or automated system and received a response
- Qualified lead: Caller who expressed intent to book, enquire, or purchase and provided contact details
- Booking captured: Confirmed appointment, reservation, or callback scheduled
Modelling formula
estimated_loss = missed_calls × lead_to_book_rate × average_value × LTV_multiplier
missed_calls: Monthly count of unanswered callslead_to_book_rate: Proportion of missed callers who would have converted if answered (modelled)average_value: Average transaction or booking value (AUD)LTV_multiplier: Repeat/referral factor (1.0 = single transaction; higher for recurring)
Limitations
Model sensitivity
- Results are sensitive to lead-to-book rate and speed-to-contact assumptions
- Conservative, base, and aggressive scenarios are modelling ranges, not industry benchmarks
- Actual outcomes depend on business-specific factors (vertical, location, call volume, staff capacity)
Data availability
- Wage and cost data sourced from government publications; rates change periodically
- Vendor comparison uses publicly documented attributes only; "Unknown" where not verifiable
Legal and compliance
- Privacy, consent, and retention rules vary by jurisdiction and business context
- For Australian businesses, refer to OAIC Australian Privacy Principles (APP 5 notice, APP 11 security/retention)
- Implement business-specific legal review before deployment
References
Government and statutory
- Australian Bureau of Statistics — earnings, employment statistics
- Fair Work Ombudsman — award minimum rates, pay guides
- Australian Taxation Office — Super Guarantee rates, employer obligations
- Office of the Australian Information Commissioner — Australian Privacy Principles, APP 5 (notice), APP 11 (security/retention)
Valory