What’s a virtual receptionist and why use one?

Published 9 hours ago

A virtual receptionist is a trained professional who answers your business calls from a remote location. They greet callers in your company name, take messages, transfer calls and handle inquiries – giving your customers the same experience they’d get from an in-house receptionist, without the cost of a full-time hire. Explore what a virtual receptionist does, how the service works and what it costs.

A virtual receptionist is a trained professional who answers your business calls from a remote location. Explore what they can do, how it works and what a virtual reception service costs.

For US businesses – whether you’re a solo operator, a growing practice or a multi-location organization – a virtual receptionist can be the difference between missing important calls and ensuring there’s always a friendly, professional voice available to answer.

With more than 36 million small businesses operating across the United States, according to the SBA Office of Advocacy, the fact is that most simply can’t justify the cost of a full-time receptionist. A virtual receptionist is a flexible, affordable alternative.

How does a virtual receptionist work?

The setup is simple. You forward your phone line to the number your virtual reception service provider gives you. This can be all the time, only when you’re busy, or just after hours – you choose.

When a call comes through, a receptionist answers using your business name and your preferred greeting. From there, they follow the instructions you’ve set up. That might mean taking a message and sending it to you by email or SMS, transferring certain types of calls to the right person on your team, escalating urgent matters to designated contacts, answering common questions about your services, hours or location, or booking an appointment into your calendar software.

How easy is it to manage a virtual reception?

With leading providers you can manage everything through an online portal – updating your availability, adding team members, adjusting your greeting or checking your call history. ReceptionHQ’s client portal, redesigned in late 2025, gives you clear visibility across calls, usage and billing from a single dashboard.

What can a virtual receptionist handle?

This depends on the service level you choose. At the most basic level, a virtual receptionist takes messages and passes them on. But many businesses need more than that.

A more comprehensive virtual receptionist service can transfer calls to specific team members based on who the caller needs, answer frequently asked questions so routine inquiries don’t interrupt your day, provide information about your services, fees or business hours, and follow scenario-specific instructions.

Some services go even further. At ReceptionHQ, for example, our virtual assistant plans allow us to input leads into your CRM, process payments, submit online forms and handle more complex call flows. Our appointment scheduling service includes booking, rescheduling and canceling appointments using your preferred online calendar or practice management software.

The key point is that a virtual receptionist isn’t one-size-fits-all. The right service matches how your business actually operates.

Will callers know they’re not speaking to someone in my office?

This is one of the first things most business owners ask, and it’s a fair question. The short answer is no – a good virtual receptionist service is designed to be seamless.

Your receptionist answers with your business name and a greeting you’ve chosen. They have access to the information you’ve provided about your business, your team and how you want calls handled. From the caller’s perspective, it’s like they’re speaking to someone at your front desk.

The experience does depend on the provider, though. This is where the quality of the reception team matters. Providers with well-trained, US-based receptionists deliver a very different experience compared to a call center that’s offshore and rotating through a large pool of agents.

Why do US businesses use virtual receptionists?

There are practical and financial reasons, but the most common motivation is surprisingly simple: business owners are tired of missing calls they can’t afford to miss.

You stop losing business to voicemail

Research consistently shows that most callers won’t leave a voicemail – they’ll call the next business on their list instead. Using a virtual reception service means a real person is always available to answer, which means fewer lost leads and better first impressions.

It costs a fraction of hiring

According to the Bureau of Labor Statistics, the average annual salary for a receptionist in the United States is approximately $38,000-$42,000. Once you factor in benefits, payroll taxes, paid time off, training and workspace costs, the true cost of an in-house hire is typically between $50,000 and $60,000 per year.

Virtual receptionist services start from as little as $25 per month. Even a more comprehensive solution with call transfers, lead intake via your CRM or appointment scheduling is a fraction of the cost of a full-time hire.

ReceptionHQ offers both per-call and per-minute pricing – an uncommon level of flexibility in the industry. This dual-pricing model helps businesses of all sizes find a plan that fits their actual call volume, rather than paying for capacity they don’t need.

You get flexibility that employment can’t match

Need coverage for 10 calls a week? Done. Seasonal spike coming? Scale up, then scale back down. Going on vacation? Switch to full-time answering for a couple of weeks. With no lock-in contracts, you adjust as your business changes without being tied to a fixed cost.

Your team gets time back (or you do)

Every interruption costs more than the time it takes to answer the phone. It breaks focus, disrupts meetings and pulls people away from billable work. A virtual receptionist absorbs those interruptions so your team stays productive. If you’re a solo operator, this is even more important.

You’re covered outside business hours

Emergencies don’t wait until 9am. Whether it’s a tenant with a burst pipe, a critical IT issue or a client in a different time zone, after-hours answering means your business is always reachable when it matters most.

ReceptionHQ provides 24/7 live call answering on all plans, with US-based receptionists handling your calls during core business hours and our equally skilled team in Australia providing seamless after-hours coverage.

What’s the difference between a virtual reception and message answering service?

The terms “virtual receptionist,” “virtual reception service,” “call answering service” and “message answering service” can sometimes mean the same thing. But not always.

In some instances, a “virtual receptionist” or “call answering service” involves just the basics: answering calls and taking messages. This is also known as a “message answering service” or “message-taking service.” An example is ReceptionHQ’s MessageExpress solution.

However, a virtual receptionist service can also include far more than just message-taking. For example, transferring calls, answering questions, and managing appointments. Think ReceptionHQ’s broader services: ReceptionistPlus, MyAssistant and MyDiary.

How does a virtual receptionist compare to hiring in-house?

It’s not always an either/or decision. Many businesses use a virtual receptionist alongside an in-house team – for overflow during busy periods, after-hours coverage or vacation relief. But if you’re weighing the two options, here’s how they compare.

The in-house cost figures above reflect the average receptionist salary in the United States (Bureau of Labor Statistics) plus estimated employer costs for benefits, payroll taxes and overhead. Actual salaries vary by location and experience.

Are virtual receptionists real people or AI?

Both exist and it’s worth understanding the difference.

Most established virtual receptionist providers – including ReceptionHQ – use real, professionally trained receptionists. These are people who learn your business, build rapport with repeat callers and handle nuanced conversations that technology still struggles with.

AI-powered phone answering is a newer option. It can work well for straightforward tasks like taking messages and it’s available around the clock at a lower cost. However, it has limitations when it comes to complex conversations, empathy and adapting to unexpected questions. Many callers still prefer speaking with a real person, particularly in industries like legal, healthcare and financial services where trust is essential.

What types of businesses use virtual receptionists?

Virtual receptionists serve businesses across virtually every industry. Some of the most common include:

Solo operators and freelancers who need a professional phone presence but can’t justify a full-time hire. Attorneys, consultants, contractors and real estate agents are among the most frequent users.

Small and medium-sized businesses looking for 24/7 call coverage without the cost of shift-based staffing. This includes medical practices, financial advisors, IT companies and property management firms.

Growing companies that experience call volume spikes – whether seasonal, campaign-driven or due to rapid expansion. A virtual receptionist provides instant scalability.

Larger organizations and franchises that need overflow support, after-hours coverage or a consistent phone experience across multiple locations.

At ReceptionHQ, we serve businesses across real estate, legal, healthcare, financial services, trades and construction, IT and technology and many other industries – right across the United States. With US-based receptionists in Arizona, Florida, Missouri and North Carolina, we answer calls for clients in every state. Whether you’re based in New York, Los Angeles, Chicago, Houston, Miami or anywhere in between, all plans, pricing and service levels are the same regardless of your location.

The common thread is straightforward: if your business relies on phone calls and you can’t always answer them, a virtual receptionist fills that gap.

How much does a virtual receptionist cost in the US?

Virtual receptionist pricing varies widely across the industry. Many of the most well-known providers start at $140-$350 per month, which can be out of reach for solo operators and smaller businesses.

ReceptionHQ takes a different approach. Plans start from just $25 per month for message-taking and $35 per month for a full virtual reception service with call transfers. You can also choose from per-call or per-minute billing – a level of pricing flexibility that’s rare among US-based providers.

For full plan details and current pricing, visit our live call answering comparison page, then click “See pricing” on the solution you’re interested in to view pricing based on your estimated call volume.

To give you a sense of the range, here’s an overview of ReceptionHQ’s call answering services:

What should you look for in a virtual receptionist provider?

Not all virtual receptionist services are created equal. Here are the key factors to consider.

Where are the receptionists based?

US-based receptionists are better equipped to understand American business culture, regional nuances and caller expectations. ReceptionHQ provides US-based receptionists during core business hours.

What’s the pricing model?

Look for transparent, published pricing. Some providers charge per minute, others per call. ReceptionHQ is one of the few providers that offers both options, so you can choose the model that’s more cost-effective for your call patterns.

Are there lock-in contracts?

Avoid providers that require long-term commitments. ReceptionHQ operates on a month-to-month basis with no lock-in contracts.

Is there a free trial?

A trial period lets you experience the service before committing. ReceptionHQ offers a 7-day free trial with no credit card required.

Are bilingual receptionists available?

With the US being home to the second-largest Spanish-speaking population in the world, bilingual call answering can help you serve more customers. ReceptionHQ offers bilingual (English and Spanish) answering during core business hours at no additional cost.

How is account management handled?

A responsive, US-based customer service team makes a difference when you need changes to your setup or have a question about your account. ReceptionHQ’s Phoenix-based support team aims to respond within 24 hours.

Why choose ReceptionHQ to answer your calls?

The best provider depends on what your business needs, but there are a few things that set the leading services apart: experience, transparency, flexibility and the quality of the people answering your calls.

ReceptionHQ has been providing virtual receptionist services to US businesses for nearly two decades, building on the foundation of its Australian sister brand OfficeHQ, which was founded in 2003. Today, ReceptionHQ answers calls for businesses of every size, from solo operators and freelancers through to franchises and corporations.

A few things that set ReceptionHQ apart from other providers:

• Dual pricing flexibility with both per-call and per-minute options, so you only pay for what makes sense
• Plans from just $25/month for message-taking, with a range of services including virtual assistants handling CRM input, appointment scheduling and more
• Bilingual answering in English and Spanish during core business hours at no extra cost
• US-based receptionists during core business hours, with 24/7 live call answering across all plans
• US-based customer service team for account queries and setup assistance, with responses within 24 hours
• Client portal for real-time call visibility, usage tracking and account management
• No lock-in contracts on any plan, with month-to-month flexibility and no cancellation fees
• Free 7-day trial with no credit card required, so you can test the service before committing

How do you get started?

Getting started with a virtual receptionist is straightforward.

1. Choose your service level: Decide whether you need basic message-taking, a full virtual reception with call transfers, or a more advanced solution with appointment scheduling and CRM input. Or simply sign up for ReceptionHQ’s 7-day free trial, based on our ReceptionistPlus service – you don’t need to add a credit card, your account is activated instantly and there’s zero obligation.
2. Set up your greeting and instructions: Log into our online portal, then provide details about how you’d like calls answered and what information to collect from callers. Also add your team’s contact details and availability for call transfers (if applicable).
3. Forward your calls: You’ll receive a dedicated local or toll-free number. Simply forward your existing business line to it – all the time, when you’re busy or just after hours.
4. Start having your calls answered. Most businesses are up and running within minutes of signing up.

Frequently asked questions