What Are Best Practices For Answering Phones After-Hours and on Weekends?

A Contractor University Member recently utilized the Ask-The-Expert Q&A feature within the member dashboard by submitting the following question and received the response below.

Contractor Question:

“What Are Best Practices For Answering Phones After-Hours and on Weekends?”

Contractor University Expert Response:

“For after-hours and weekend phone handling, ensure all calls are answered live rather than by voicemail. Use a trained answering service or a rotating CSR to maintain coverage.

Call-takers should follow a clear script: provide a warm greeting, show empathy, assess the issue quickly, explain after-hours fees, and offer either immediate service or the first available appointment the next morning. Enter all calls directly into the CRM for accurate dispatching. On-call technicians should follow a defined policy that specifies which calls require immediate response, such as loss of heat or cooling and safety concerns, and which can wait.

Compensation should include a stipend and pay for completed calls, with rotations designed to prevent burnout. Track key performance indicators such as booking rate, average ticket, and customer satisfaction to ensure consistent and profitable after-hours operations.

We have a the scripts and other resources in Section 14 of the Resource Library.”

Contractor University members can click here to log in to their member dashboard and submit a question through the Ask the Expert portal.

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