When to Outsource Call Handling
The Four Options and the Real Math for $3M+ Contractors
Your phones are ringing off the hook. We are walking through the four ways a growing contractor can handle call volume: hiring and training internally, a generic answering service, an AI CSR, and a trained live team in ServiceTitan. We will talk through the real-world tradeoffs of each one, where each fits, and what the owner has to do to make any option work.
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Cannot make it live? Register and we will send the replay.
What you will walk away with
The four call-handling options
Hiring internally, a generic answering service, an AI CSR, and a trained live team, with the real-world tradeoffs of each.
Where each option fits
Which calls belong with your internal team, which can go to backup, where AI can help, and where trained human answering makes sense.
The booking rate reality
Why booking rate is harder to measure than most owners think, and why "bookable" calls need to be defined honestly.
The owner's part
The expectations, scope, scripts, and rules an owner must provide so any call-handling option can actually work.
Who this is for
HVAC, plumbing, and electrical owners and operations leaders running ServiceTitan
Companies at $3M or more in annual revenue, roughly 15 to 150 employees
Teams that already have CSRs and are still losing calls at peak times, after hours, weekends, or during overflow
Who this is not for
Shops under $3M that are not yet staffing a dedicated CSR function
Anyone looking for a software demo or a sales presentation. This is a working conversation about call handling, expectations, and fit.
Owners looking for a magic fix they can dump everything on without giving the team or partner a clear process
Your presenters
Bill Brown
Founder, ServiceTitan Hacks
Grew Paramount Heating & Air to an Inc. 5000 company and sold the business. Runs the 11,100+ member ServiceTitan Hacks community for home service contractors.
Nicole Rivera
Director of Sales and Marketing, Jill's Office
Nicole Rivera leads sales and marketing at Jill's Office, a live answering team built for home service and trade businesses. She has worked with thousands of business owners on call handling, client expectations, hiring, and what it takes to make an external answering partner successful.
Educational and operational. No software demo. No sales presentation. A practical conversation about call handling, fit, and owner accountability.
The math on call handling should not be a gut call
HVAC, plumbing, and electrical owners running ServiceTitan at $3M or more are already feeling the pressure. Calls hit voicemail after hours, during lunch, when both CSRs are busy, or when peak season overwhelms the office.
There are four ways to handle that volume: hire and train internally, use a generic answering service, use an AI CSR, or bring in a trained live team. This session helps you understand where each option fits and what you need to have in place before expecting any of them to work.
Save your seat for June 24