Call Trends in the Trades

1 in 8 calls come in outside business hours. Are you answering?

No matter the time of year, trades businesses receive 10.7% to 12.1% of their calls outside normal business hours. According to ServiceTitan data, nearly 1 in 8 calls comes in after teams have gone home or on the weekend. Creating demand is important, but answering when a lead calls is critical.

About the data

ServiceTitan evaluated off-hours call volume over five fiscal quarters to better understand its impact on the trades.

Are booking rates improving for the trades?

Off-hours call volume remained relatively consistent over the period, while booking rates improved. We found that booking rates increased by 2.4 to 3.4 percentage points year over year for five consecutive quarters.

Does shop size affect job bookings?

Shops with more technicians booked a higher percentage of calls than smaller shops. Businesses with more than 50 technicians booked 58% of calls, while shops with 10 or fewer technicians booked 30%.

How can trades businesses improve booking rates during off-hours?

Depending on the size of a shop, adding staff to cover off-hours may not be feasible. Contractors across the country are seeing improved booking rates, especially during off-hours, by using AI Virtual Agents.

Download the Call Trends in the Trades infographic to compare your business with ServiceTitan platform data.

Disclaimers: Data in these materials (i) is based on an aggregated, de-identified sample of ServiceTitan customer accounts, (ii) unless otherwise noted, reflects fiscal Q2 FY26 through Q2 FY27 time periods (May 1, 2025 – July 31, 2026) and may be revised over time as additional data becomes available, quarters shown reflect ServiceTitan's fiscal calendar, not standard calendar quarters: Q1 (February–April), Q2 (May–July), Q3 (August–October), and Q4 (November–January, ending January 31 of the following year). For example, "Q2 2026" covers May 1 – July 31, 2026, and (iii) should not be interpreted as representative of the entire trades industry, specific trades, broader populations, or general market conditions. In addition, regional and technician-band comparisons reflect observed patterns and are not a guarantee of results for any individual business, nor do they establish causation; other differences between these groups of businesses may contribute to the patterns shown. Call booking and close rates are calculated based on the median of the sampled population, and then the median of the top 25% of that population. Tech-to-Office Ratio reflects active technicians per combined Customer Service Representative (CSR) and Dispatch staff member; it does not include other office functions such as administration, accounting, or management, and is a point-in-time measure that is not tracked historically. This content is provided for informational purposes only and should not be construed as legal, financial, or professional advice. Data methodologies and sample sizes may affect the reliability and applicability of the results, and ServiceTitan and its affiliates make no representations or warranties regarding the accuracy, completeness, or reliability of the data or analysis presented. Readers are encouraged to conduct their own research and consult with qualified professionals before making decisions based on anything in these materials.