Want to hire a virtual receptionist? Here's what you need to know upfront:
A virtual receptionist handles your calls and customer service remotely - just like a regular receptionist but without the physical desk. They cost 40-80% less than in-house staff.
| Type | Cost/Month | Best For |
|---|---|---|
| AI Reception | $30-200 | Basic calls, 24/7 coverage |
| Human Virtual | $235-1,640 | Complex service needs |
| Hybrid | Varies | Mix of both worlds |
Quick steps to get started:
- Count your daily calls
- Pick your hours (9-5, extended, or 24/7)
- Set your budget ($25-3,000/month)
- Choose between AI or human service
- Test before you buy
What they'll handle:
- Incoming calls
- Calendar management
- Message taking
- Basic customer questions
- Call routing
Here's the truth: 26% of business calls go unanswered. A virtual receptionist fixes that at a fraction of the cost of hiring someone in-house. While an office receptionist costs £2,000-£2,500 monthly, AI options start at just $30/month.
Want the bottom line? AI is perfect for basic calls and tight budgets. Go with humans if you need that personal touch for complex customer service.
Know What Your Business Needs
Let's break down how to pick the right virtual receptionist service for your business.
Check Your Call Numbers
Here's a fact that might surprise you: 26% of business calls go unanswered. That's a LOT of missed opportunities.
Want to avoid this? Track these numbers:
| Time Period | What to Track |
|---|---|
| Daily | Total incoming calls |
| Peak Hours | When phones ring most |
| After Hours | Calls you're missing |
| Monthly | Call trends |
Work Hours You Need
Phone coverage needs vary by business type:
| Coverage | Hours | Perfect For |
|---|---|---|
| Standard | 9-5 local time | Local shops |
| Extended | 7am-9pm | National companies |
| 24/7 | All day, every day | Medical offices |
Set Your Budget
Here's what you'll spend (spoiler: it's WAY less than hiring someone):
| Level | Monthly Cost | Features |
|---|---|---|
| Basic | $25-125 | Call answering |
| Standard | $125-550 | Answering + scheduling |
| Premium | $550-3,000 | Full service, 24/7 |
Connect With Your Tools
Your virtual receptionist should play nice with your existing setup. Take Smith.ai - they plug right into your CRM to track leads and handle calls better.
Language Options
Pick a service that speaks your customers' language:
| Customer Base | What You Need |
|---|---|
| Local | One language |
| Global | Multiple languages |
| Specific markets | Targeted options |
For example: Dialzara's AI handles multiple languages and works with 5,000+ business apps. Plans start at $29/month for 60 minutes.
Pick the Right Service
Let's break down how to choose between AI and human receptionists, and what to look for in a service.
AI vs Human: The Bottom Line
Here's what you need to know about each option:
| Feature | AI Receptionist | Human Receptionist |
|---|---|---|
| Cost | $30-200/month | $235-1,640/month |
| Availability | 24/7/365 | Limited by shifts |
| Best for | Basic calls, scheduling | Complex inquiries, sales |
| Response time | Instant | May have queues |
| Languages | Multiple included | Pay per language |
Core Features That Matter
These features make or break your phone service:
| Feature | What It Does |
|---|---|
| Call routing | Gets calls to the right team member |
| Message taking | Captures caller details |
| Appointment booking | Handles your schedule |
| Call screening | Blocks unwanted calls |
| CRM integration | Syncs customer info |
Dialzara's Options
Here's what you get with Dialzara's AI service:
| Plan | Minutes | Price |
|---|---|---|
| Basic | 60 | $29/month |
| Pro | 220 | $99/month |
| Business | 500 | $199/month |
Each plan comes with 24/7 service and connects with 5,000+ business apps.
What You'll Pay
Here's what other services cost:
| Provider | Starting Price | Minutes |
|---|---|---|
| VoiceNation | $65/month | 20 |
| Map Communications | $47/month | Pay-as-you-go |
| Ruby | $235/month | 50 |
| PATLive | $60/month | Pay-as-you-go |
Keep an eye out for these extra fees:
- Setup costs
- Holiday rates
- Transfer fees
- Extra minutes
Test Before You Buy
Do these checks first:
| Task | Method |
|---|---|
| Read reviews | Check independent sites |
| Confirm support | Ask when help is available |
| Check speed | Get response time data |
| Hear calls | Request call samples |
| Know the terms | Check how to cancel |
Look for services that offer free trials or money-back guarantees. Test them out before you commit.
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Set Up Your Service
Here's how to get your phone system up and running - no fluff, just the steps that matter.
Make a Plan
Your setup starts with getting your team on the same page:
| Task | Details |
|---|---|
| Team prep | Get Sales, IT, and Client Services ready for the new system |
| Goals | Pick your numbers for call handling speed and response times |
| Timeline | Map out when each part goes live |
| Tools check | Figure out which software needs to connect |
| Training plan | Set dates to show your team how it works |
Get Started
Here's what to do next:
| Step | Action Items |
|---|---|
| Business info | Put down what you do, when you're open, what you offer |
| Call flows | Decide where calls should go and how to handle them |
| Scripts | Write your hello message and answers to common questions |
| Systems | Hook up your CRM, calendar, and booking software |
| Team access | Create logins and set who can do what |
Here's a simple script to start with: "Thank you for calling [Company]. I can help you with [services]. How may I assist you today?"
Test Everything
Before you go live, check these boxes:
| Test Area | What to Check |
|---|---|
| Call routing | Send test calls to each team |
| Messages | Make sure voicemails show up where they should |
| Hours | Check how calls work both in and out of office hours |
| Tools | See if your software plays nice together |
| Backup | Know what happens if something breaks |
Quick Tips:
- Call in at different times of day
- Hit every button in your menu
- Send calls to all possible places
- Save some test calls to train others
- Ask test callers what they think
Using Dialzara? You'll be done in about 10 minutes. Just pick your AI voice, tell it when you're open, and connect your apps. It works with over 5,000 tools and starts taking calls as soon as you're ready.
Tips for Good Results
Here's how to get the most from your virtual receptionist:
Set Clear Goals
Your virtual receptionist needs specific targets to hit. Here's what to measure:
| Goal Type | What to Track |
|---|---|
| Call handling | Average answer time under 20 seconds |
| Message accuracy | 98% or higher message delivery rate |
| Customer ratings | 4.5+ out of 5 stars on feedback |
| Response speed | Return calls within 1 hour |
| Task completion | 95%+ of calls handled without escalation |
Set Communication Rules
Here's how to keep information flowing:
| Area | Rules |
|---|---|
| Updates | Daily summary email by 5 PM |
| Urgent matters | Text alerts within 5 minutes |
| Changes | 24-hour notice for schedule updates |
| Problems | Direct line to your team lead |
| Feedback | Weekly check-in calls |
Write Down Steps
Your team needs clear instructions for common situations:
| Situation | Steps |
|---|---|
| New client calls | 1. Get name and contact info 2. Ask about service needs 3. Check calendar for openings 4. Book or send to sales |
| Complaints | 1. Listen and note details 2. Get callback number 3. Alert manager 4. Follow up within 1 hour |
| Emergency calls | 1. Use urgent contact list 2. Try main contact first 3. Move to backup contacts 4. Send SMS if no answer |
Track Results
Keep an eye on these weekly numbers:
| Metric | Target |
|---|---|
| Missed calls | Less than 2% |
| Hold times | Under 30 seconds |
| Call length | 2-3 minutes average |
| Messages sent | Within 5 minutes |
| Customer scores | 90%+ satisfaction |
"If you cannot define the task you want done, it will never get done." - Alison Pacuska, President of Pacuska Professional Services
Use Customer Input
Here's how to gather and use feedback:
| Source | Action Items |
|---|---|
| Call recordings | Listen to 5 random calls daily |
| Customer surveys | Send after each interaction |
| Team feedback | Get weekly input from staff |
| Service reports | Review monthly performance |
| Client comments | Track patterns in feedback |
Make It Work:
- Start each day with call log review
- Sample recorded calls twice weekly
- Get customer feedback after calls
- Hold monthly team meetings
- Update procedures based on results
Next Steps
Here's how to start with a virtual receptionist:
| Step | Action | Timeline |
|---|---|---|
| 1. Document Needs | Track daily calls, work hours, budget | Week 1 |
| 2. Set Up Tools | Configure email, software, phones | Week 1-2 |
| 3. Create Scripts | Build guides and response templates | Week 2 |
| 4. Launch Service | Handle basic calls first | Week 3-4 |
| 5. Monitor Results | Check data and adjust | Week 5 |
Before you jump in, make sure you have:
- A call forwarding system
- A list of FAQ responses
- CRM access for your reception team
- Emergency contacts
- Basic call scripts
Your first month should focus on:
- Daily call monitoring
- Call recording reviews
- Weekly team updates
- Process tweaks
- Customer feedback
Want to get it right? Here's what works:
- Test it for 30 days
- Start with just 2-3 core tasks
- Keep your instructions simple
- Check in every day
- Ask customers what they think
The key? Take it step by step. Don't rush. Build your system one piece at a time, and you'll see better results.
