25 February 2026
Trades Call Handling Benchmark
Urgent triage and first-to-answer dynamics for Australian trade businesses.
This micro-report focuses on trade businesses. For the full benchmark methodology, see the Australian SME Call Handling and Automation Benchmark Report.
Unique data angle
Urgent triage and first-to-answer wins dynamics.
Job site work prevents answering. Callers often choose the first responder. Missed calls mean lost quotes and lost jobs.
Revenue model
missed_calls × quote_to_job_rate × avg_job_value × repeat_referral_multiplier
Job type → required fields → escalation trigger
| Job type | Required fields | Escalation trigger |
|---|---|---|
| General enquiry | Suburb, job type, urgency | Emergency keywords |
| Quote request | Suburb, job type, preferred time | — |
| Urgent/callback | Suburb, contact, callback window | Life-threatening |
What not to say (liability control)
- Do not give emergency safety instructions beyond "if life-threatening call 000"
- Do not quote exact prices without confirmed pricing rules
- Do not diagnose or advise on technical fixes
See AI receptionist for tradies 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