Option 1: Hire a Full-Time Receptionist
What It Costs
A full-time receptionist in Australia costs $55k–$65k per year in salary, plus superannuation, payroll tax, and equipment. Real total cost is closer to $70k–$75k annually. That's $1,346–$1,442 per week.
The Pros
- They learn your business. They know your pricing, your areas, your team's schedule.
- They can handle complex calls. "Are you available Tuesday?" "Can you do both bathrooms?" They can think.
- They're professional. They represent your brand well.
- They're present. They can manage your calendar, order supplies, handle invoicing.
The Cons
- They only work 9–5. Weekend and evening calls? Voicemail. That's when your emergency work happens.
- You're paying for downtime. Slow Tuesday afternoon? Still paying $500 in that receptionist's salary that week.
- Turnover is real. Training someone takes months. If they leave, you're back to voicemail while you hire again.
- Scalability is hard. 25 calls a day? Great. 40 calls a day? Your receptionist is drowning.
- They go on holiday. Or get sick. Then what?
Option 2: Use an Answering Service
What It Costs
A traditional call centre answering service for plumbing/trades runs $200–$500 per month. Some charge per call ($1–$3 each). It's more flexible than a salary, but you're paying whether calls come in or not.
The Pros
- 24/7 coverage. They work nights and weekends while you sleep.
- Cheap compared to hiring someone. $300/month is way less than a salary.
- Instantly scalable. 100 calls on a Saturday? They handle it.
- No turnover risk. You're not responsible for managing them.
The Cons
- They don't know your business. They work from a script. "What's your hourly rate?" "I don't know, you'd have to call them back."
- Customers hate being transferred or told "I'll take a message." That's not booking a job. That's losing a job.
- Message accuracy. Details get lost. The customer said they're in Southbank, the note says Southside.
- No relationship building. The answering service doesn't sell your business. They just take messages.
- Slow turnaround. You get a message 30 minutes later. By then the customer has already booked someone else.
Option 3: AI Receptionist
What It Costs
An AI receptionist (built for trades) runs $200–$600 per month depending on features and call volume. No setup fees. No per-call charges. One price, unlimited calls.
The Pros
- It learns your business. You teach it your rates, areas, team schedule. It knows what you do.
- Instant answers. "Are you available Tuesday?" AI checks your calendar and answers on the spot. No callback needed.
- 24/7 with zero downtime. Doesn't sleep. Doesn't go on holiday. Doesn't quit.
- Books jobs directly. AI can confirm details, check availability, and log the booking into your system automatically.
- Cost-effective. $400/month is 6% the cost of a full-time receptionist. Less than 2 plumbing jobs per month to break even.
- Scales instantly. 5 calls or 50 calls per day. Cost stays the same.
The Cons
- Complex conversations can be tricky. "I need a plumber but also an electrician" — AI might struggle with multi-trade requests.
- Setup takes time. You need to configure your rates, areas, availability, and integrations.
- It can't think like a human. If something unusual happens, it might escalate to you instead of deciding on the fly.
- Not all AI receptionist services are the same. Some are better for trades than others.
The Honest Comparison
| Feature | Receptionist | Answering Service | AI Receptionist |
|---|---|---|---|
| Cost per month | $5,800–$6,250 | $200–$500 | $200–$600 |
| 24/7 Coverage | No (9–5) | Yes | Yes |
| Knows Your Rates | Yes | No | Yes |
| Books Jobs | Yes | Takes messages | Yes |
| Instant Answers | Yes | No (callback) | Yes |
| Uptime | 70–80% | 99%+ | 99.9%+ |
| Turnover/Downtime | High | None | None |
Which One Should You Pick?
Hire a receptionist if: You're a large plumbing company (20+ staff) with stable, predictable call volume during office hours. You can handle the $75k annual cost and the risk of turnover.
Use an answering service if: You want 24/7 coverage but are okay with call quality being lower. You don't mind customers leaving messages and waiting for callbacks. Budget is your only concern.
Deploy an AI receptionist if: You want 24/7 coverage, instant booking, learned business knowledge, and can't (or won't) pay $75k for a salary. You want calls answered, jobs booked, and revenue protected. This is the modern choice for growing trades businesses.
The Real Question
It's not actually "which one is best." It's "which one actually answers your phone when your customer calls?"
A receptionist at 9am on a Tuesday? Answering the phone. An AI at 11pm on a Saturday when your customer has a burst pipe? Answering the phone and booking the job.
The receptionist is great if you can afford them and you're in the office. But most plumbing calls don't come during office hours, and most of the time, you're not there.
The answering service is cheap but it's a downgrade from what you want to offer customers.
The AI receptionist? It's designed for trades. It works 24/7. It knows your business. And it costs less than an answering service per month.
If you want to see how an AI receptionist could work for your plumbing business (with zero risk), let's have a conversation. We can show you exactly how many calls you're currently missing and what they're worth.