Virtual Phone Receptionist: Costs, Setup and Uses

A virtual phone receptionist answers business calls without a receptionist sitting in your office. It can greet callers, answer routine questions, collect contact details, route urgent calls and, if connected to a booking system, schedule appointments.

The right choice depends on your call volume, opening hours and how much human involvement callers need. This guide explains the options, typical costs and a practical setup process for small businesses.

What is a virtual phone receptionist?

A virtual phone receptionist is a phone answering service that handles calls remotely using either a human team, automated software or a combination of both. Callers dial a business number and follow a conversation rather than reaching a traditional office receptionist.

For a small business, the receptionist might answer questions such as opening hours, service areas, availability and prices. It can also ask for a caller's name, number and requirements, then send the enquiry to the owner or team. Some services transfer calls to staff, while others take a message and create a lead for follow-up.

Phone answering is only one part of the customer journey. A useful setup can also cover website chat, out-of-hours enquiries and appointment requests, so customers have a way to contact you when the phone is busy.

What should a virtual phone receptionist do?

Before comparing providers, write down the calls you want handled. A plumber may need to identify leaks, boiler faults and emergency jobs. A dental practice may need to answer questions about appointments, parking and cancellations. A salon may mainly need bookings, prices and opening times.

• Greet callers: use your business name and a clear opening question.
• Answer common questions: provide information from an approved business profile rather than guessing.
• Capture leads: record the caller's name, number, service required, location and preferred contact time.
• Book appointments: connect to a calendar or booking system where suitable.
• Handle urgent calls: identify emergencies and follow a written escalation rule.
• Send notifications: pass the conversation to email, a CRM or a team inbox.
• Support multiple languages: useful for businesses serving multilingual local communities.

Do not assume that every service includes all of these features. Some providers only take messages. Others charge separately for transfers, booking, extra numbers, recordings or usage.

Human, automated or hybrid?

Most AI receptionist services cost around £100 to £300 a month and are often sold through demonstrations to larger businesses. Lyla is priced for smaller firms instead: a plumber or salon can set it up themselves and switch it on the same day, with phone answering, booking, custom voice and image understanding available as optional add-ons rather than required extras.

How much does a virtual phone receptionist cost?

Price normally depends on the number of calls or conversations, the number of phone lines, opening hours and whether calls are transferred to people. Ask whether the quoted amount includes minutes, call recording, messages, setup and VAT.

A low monthly fee can become expensive if every call is charged separately. Conversely, an unlimited plan may not be good value for a business that receives only a few enquiries a week. Estimate your last 30 days of calls before choosing a package.

For comparison, Lyla starts at £30 a month for about 300 conversations, with a higher £70 plan covering about 1,000. Setup and testing are free, and payment starts when the service goes live. This makes it possible to test the script and business information before committing.

How to set up a virtual phone receptionist

1. List your call types. Review missed calls, voicemail messages and frequent questions. Group them into sales, support, bookings, urgent work and unsuitable calls.
2. Prepare approved answers. Include services, prices, areas covered, opening hours, arrival expectations, cancellation rules and contact details. Mark anything the receptionist must not promise.
3. Choose the phone arrangement. Decide whether callers use a new dedicated number, an existing number that forwards to the service, or a number shown on your website and adverts.
4. Write escalation rules. State when to transfer, when to take a message and when to tell the caller to contact emergency services. Do not rely on vague instructions such as “send urgent calls through”.
5. Connect follow-up tools. Send captured enquiries to email, a shared inbox, CRM or automation platform. Lyla can connect to CRMs through Zapier or Make.
6. Test real scenarios. Call from a mobile and landline if possible. Test a new enquiry, a price question, an out-of-hours call, a wrong number and a request the system cannot answer.
7. Review the first week. Check unanswered questions, incorrect details, duplicate leads and calls that should have been escalated. Update the information rather than telling the receptionist to improvise.

What information should callers be asked for?

Keep the first conversation short. Asking for too much information can cause callers to abandon it. A useful minimum for a local service is the caller's name, phone number, postcode or location, the service needed and a short description of the problem.

For bookings, collect the preferred date and time, appointment type and any information needed to prepare. For a clinic or dental practice, make sure the process follows your professional and data protection obligations. A phone receptionist should not diagnose conditions or give unsafe advice.

Questions to ask a provider

• Is the number included, and can I use a number in my country?
• What happens when the receptionist does not know the answer?
• Are calls transferred, recorded, summarised or turned into leads?
• Is booking included, or is it an extra feature?
• How are usage limits measured: minutes, calls, conversations or contacts?
• Can I change the script and business information without contacting support?
• What happens outside opening hours?
• Can enquiries reach my CRM, email or team messaging system?
• Can I test it before paying or signing a long contract?

Is it suitable for your business?

A virtual phone receptionist is a strong fit when calls are repetitive, staff are often busy, or missing one enquiry can mean losing a job. It is particularly useful for trades, dentists, salons, clinics and local services that receive calls outside office hours.

It may not be suitable as the only contact method for a business where every call involves complex advice, sensitive decisions or immediate human judgement. In that case, use it for first response and lead capture, with clear handover to your team.

The practical test is simple: take ten recent calls and write the ideal outcome for each. If most can be answered with approved information, a small set of questions and a clear next step, a virtual phone receptionist can reduce missed opportunities without adding another full-time role.

Frequently asked questions

Can a virtual phone receptionist use my existing business number?

Often, yes. You may be able to forward your existing number to the service, or use a dedicated number for new adverts and your website. Confirm the forwarding method, caller ID behaviour and whether missed calls return to your normal voicemail.

Can it book appointments as well as answer calls?

Some services include booking or offer it as an add-on. The receptionist needs access to an appropriate calendar or booking system and clear rules about appointment types, duration, buffers and cancellations.

What happens when it cannot answer a question?

A properly configured service should say it does not have that information, capture the caller's details and arrange follow-up. It should not invent a price, availability or policy. Add an escalation rule for questions that need a member of staff.

Is a virtual phone receptionist cheaper than hiring a receptionist?

For routine calls and moderate volumes, it is usually cheaper than employing someone full time because there is no salary, holiday cover or office equipment. A human team may still be better value for complex calls or high-touch customer service.

Can it answer calls in more than one language?

Some services support multiple languages. Lyla supports more than 25 languages, which can help local businesses serve callers who prefer a language other than English. Test pronunciation and service-specific terms before going live.