Free After-Hours Call Tracker Template

Build and download a free after-hours call tracker — log every call that lands outside your hours, let the sheet work out which ones were genuinely after-hours and what each one earned, and see what the calls nobody reached were worth. PDF, Excel, or Word export.

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Log every call that comes in outside your hours. The sheet works out which ones were genuinely after-hours, what each one earned, and what the ones nobody reached were worth.

After-Hours Call Tracker

Electrical

Calls

1

After hours

0

Converted

100%

Add an on-site time to measure your response
1Tracker detailsName the period this covers so the log stands on its own once it is exported.
Title
Prepared byoptional
Period startoptional
Period endoptional
Company detailsNothing set
2Business hoursA call is after-hours because it falls outside these — so set them to what you actually publish.
Monday to Friday
Saturday
SundayClosed all day

A call exactly at opening time counts as within hours; one exactly at closing does not — so the five-o’clock emergency lands where you would expect it.

3RatesYour own rates, not a standard. Nothing in code or regulation sets what an after-hours call costs.
Base labour rate (per hour)
Callout feeoptional
After-hours ×
Weekend ×
Holiday ×

After-hours billing multipliers and trip fees are set by the contractor and agreed with the customer. No code or regulation fixes them — the figures here are common practice, not requirements, and should match your own published rates or service agreement.

4Call logWhether a call was after-hours, and what band it falls in, is worked out from your own hours.
Standard
Notesoptional

Add to your tracker:

Download your tracker:

Free · no signup · fully editable

What's included

  • A call log that works out for itself which calls fell outside your published hours
  • Business hours you set per weekday, Saturday and Sunday, including closed days
  • A rate band chosen automatically — standard inside your hours, evening on weeknights, weekend outside Saturday and Sunday hours
  • Holiday never guessed, because holiday calendars differ by shop, state and contract
  • Revenue per call from your own base rate, callout fee and multipliers
  • An invoiced-amount override for calls where a flat price was agreed
  • Response time measured from the call to arrival, correct across midnight
  • Conversion rate, average ticket and average, fastest and slowest response times
  • An estimate of what unanswered calls were worth, built from your own average ticket rather than an invented benchmark
  • Every export stating plainly that after-hours billing rates are your own convention, not a standard
  • Export to PDF, Excel (.xlsx), or Word (.docx)

How to use this template

  1. 1

    Set your business hours

    Enter the hours you actually publish, per weekday, Saturday and Sunday. Everything else on the sheet keys off these — a call is only after-hours because it falls outside them.

  2. 2

    Enter your rates

    Add your base labour rate, your callout fee, and whatever multipliers you charge for evenings, weekends and holidays. These are your rates. Nothing in code or regulation sets them, and the builder says so on the page and on every export.

  3. 3

    Log each call

    Record the date, the time it came in, who called and what the problem was. The sheet flags whether it was after-hours and picks the rate band before you enter anything else.

  4. 4

    Record what happened

    Set the outcome — dispatched, scheduled, quoted, declined, missed or voicemail. Open the billing detail to add the on-site time and billable hours, and the revenue appears. Log the misses honestly; they are the point of the exercise.

  5. 5

    Read the totals and download

    You get conversion rate, average ticket, response times and an estimate of what the unanswered calls were worth. Export to PDF, Excel or Word.

What you charge, and what you owe, are different questions

There is no standard governing what a contractor may charge a customer for an after-hours call. No code sets it, no regulation fixes it, no consensus standard defines it. A trip charge and an evening or weekend multiplier are commercial terms between you and your customer, set by your own price book and whatever service agreement you have in place. That is worth saying plainly, because a lot of template copy implies otherwise, and a contractor who believes 1.5x is a rule is in a weak position the moment a customer asks where the rule comes from.

What is regulated is what you PAY. The Fair Labor Standards Act requires not less than one and one-half times the regular rate for hours worked over forty in a workweek. California adds daily overtime after eight hours and double time after twelve. Neither has anything to do with your invoice, and neither creates a night or weekend premium as such: federally, a technician working 6pm to 10pm on a Tuesday who has worked twenty hours that week is owed straight time. The two ideas happen to share the number 1.5, which is exactly what makes them so easy to conflate. This builder keeps them apart — billing multipliers are editable defaults labelled as convention, and the pay figures are carried separately with their citations so you can see what a 10pm callout actually costs you.

The other number worth being careful about is the estimate of missed revenue. A missed call is not a lost job — some callers try again, some were price-shopping, some had a problem that resolved itself. So the figure here is your own average ticket multiplied by the number of calls nobody reached, and it is labelled an estimate everywhere it appears, on the page and on all three exports. It is built from your data rather than from an industry benchmark, which makes it defensible as what it is: a projection worth acting on, not a receipt for work you lost.

Related templates

More free downloads for your ELECTRICAL template library.

After-Hours Call Tracker FAQs

What should I charge for after-hours electrical work?

Whatever you and your customer agree, because nothing sets it for you. Common practice runs to a flat trip charge plus labour at somewhere around one and a half times your day rate, with double time for holidays — but these are conventions, not requirements, and plenty of shops bill a single rate around the clock. The builder pre-fills the common figures to save typing and lets you change every one of them.

Not for what you bill a customer. There are laws about what you pay an employee: the FLSA requires time and a half over forty hours in a workweek, and California requires daily overtime after eight hours and double time after twelve. Those govern payroll, not invoices, and the FLSA creates no night or weekend premium as such. Keeping the two separate matters — one is a legal obligation, the other is your pricing.

From the hours you publish. A call before opening, after closing, or on a day you are closed is after-hours. A call exactly at opening time counts as within hours; one exactly at closing does not, so the five-o’clock emergency lands where you would expect. And a Saturday call taken inside your own published Saturday hours is treated as standard rather than weekend — charging a premium inside your own advertised hours is not something the builder will do for you silently.

Yes, and this is the case naive spreadsheets get wrong. A call taken at 11:40pm and attended at 12:25am is a forty-five minute response, not minus twenty-three hours. Any arrival time earlier than the call time is read as the following day, which is the only sensible reading for an after-hours log.

Your own average ticket across the calls that did convert, multiplied by the number of calls that went unanswered. It is deliberately built from your data rather than an industry figure, and it is labelled an estimate everywhere it appears. It is a projection worth acting on, not a record of work you definitely lost — some of those callers rang back, and some were never going to buy.

Missed and voicemail — calls nobody spoke to. A declined call is tracked separately, because that was a real conversation that did not convert, which is a pricing or scheduling question rather than a coverage one. Rolling declines into your missed number would inflate the estimate with calls you actually answered.

That is what it is for. Log a representative month honestly, including the calls that went to voicemail at 2am, and you get a conversion rate, an average ticket, and a defensible estimate of what the misses were worth. Compare that against the cost of answering — an answering service, an on-call rotation, or an AI receptionist like Larry — and the decision stops being a guess.

Every after-hours call answered. That is what Larry is for.

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