The Call Handling Decision
When you can't answer calls yourself, you have three options:
- Voicemail (cheap but 80% of callers hang up)
- Traditional answering service (expensive, generic)
- AI receptionist (modern, trade-aware)
Let's compare options 2 and 3 in detail.
Traditional Answering Services
How they work:
- Call centre with human operators
- Generic scripts for all businesses
- Messages taken and forwarded
Pros:
- Human voice
- Established industry
Cons:
- £100-300/month for basic service
- Per-minute charges add up fast
- Generic scripts don't understand trades
- Can't book appointments
- Can't quote prices
- 24/7 coverage costs extra
- Long hold times during busy periods
AI Receptionists
How they work:
- AI trained on your business
- Understands trades terminology
- Natural conversation, not robotic menus
Pros:
- Flat monthly rate (no per-minute fees)
- Trade-specific knowledge
- Can book appointments in real-time
- Provides accurate quotes for standard jobs
- True 24/7 coverage included
- Instant pickup (no hold times)
- Integrates with your calendar and CRM
Cons:
- Technology still improving (though rapidly)
- Some customers prefer humans (decreasing)
Cost Comparison
Traditional service (typical):
- Base fee: £150/month
- 100 minutes included
- Overage: £1.50/minute
- 24/7: +£100/month
- Appointment booking: Not available
- Total: £300-500/month
AI receptionist (typical):
- Flat fee: £97-197/month
- Unlimited calls included
- 24/7 included
- Appointment booking included
- Total: £97-197/month
Capability Comparison
| Feature | Traditional | AI |
|---------|-------------|-----|
| Answer calls | ✓ | ✓ |
| Take messages | ✓ | ✓ |
| Book appointments | ✗ | ✓ |
| Quote prices | ✗ | ✓ |
| Trade knowledge | ✗ | ✓ |
| 24/7 included | ✗ | ✓ |
| Instant pickup | ✗ | ✓ |
| Calendar sync | ✗ | ✓ |
| SMS confirmations | ✗ | ✓ |
Real Conversation Comparison
Customer: "Hi, I need a plumber for a leaking tap."
Traditional service: "I'll take a message and have someone call you back. What's your name and number?"
AI receptionist: "I can help with that. Is the leak causing any water damage currently? ... We have availability tomorrow at 10am or Thursday at 2pm. A standard tap repair is typically £75-95. Which time works better for you?"
The Verdict
Traditional answering services made sense when AI didn't exist. Now, AI receptionists offer more capabilities at lower cost.
The only scenario favouring traditional services: if your customer base strongly prefers human interaction and is willing to wait longer for service.
For most trades businesses, the switch to AI represents immediate ROI improvement.
