Missed calls equal lost leads. Every time your phone rings and nobody answers, a potential customer moves on to your competitor. A virtual answering service makes sure that doesn't happen.
A virtual answering service is a team of professional receptionists who answer your business calls when you can't. They work remotely, follow your instructions, and make every caller feel like they've reached your office directly. No hiring. No training. No office space needed.
What a Virtual Answering Service Does (And Doesn't)
Let's be clear about what these services handle well and what they shouldn't attempt.
What It Can Do
- Answer calls with your custom greeting
- Take detailed messages and send them to you instantly
- Book appointments into your calendar
- Qualify leads by asking your screening questions
- Dispatch on-call staff for emergencies
- Answer basic FAQs about hours, location, and services
- Transfer calls to the right person
- Handle bilingual calls (English and Spanish most common)
What It Shouldn't Do
- Give legal or medical advice without proper training and oversight
- Promise specific outcomes to customers
- Handle complex billing disputes without clear rules from you
- Make decisions that require your judgment
- Access sensitive systems without security protocols
The best services work within clear boundaries you set.
Which virtual receptionist services offer 24/7 live call answering?
Not all "24/7" services are the same. Some offer true around-the-clock staffing with live agents always ready. Others might use reduced overnight coverage or route calls differently during off-hours.
Here are well-known providers that advertise 24/7 live receptionist coverage:
Ambs Call Center
Best for: Businesses of all sizes needing reliable 24/7 coverage, daytime overflow coverage, or after-hours answering with friendly, human agents and optional AI support.
What 24/7 usually includes: Live operators answer calls around the clock, including holidays. After-hours emergency dispatch available. Customizable call flows for different times of day.
Good fit if you: Need dependable after-hours answering, serve multiple time zones, handle emergency calls, or want a virtual receptionist service that understands your business' needs—they serve all kinds of businesses!
Ruby Receptionists
Best for: Professional services like law firms, medical practices, and agencies needing polished call handling
What 24/7 usually includes: Live chat support included in some plans. Average answer time under 10 seconds.
Good fit if you: Appointment scheduling integrated with your calendar.
Things to watch out for: Higher price point ($245-$1,695/month for 50-500 minutes). Service quality can vary between individual receptionists according to user reviews.
AnswerConnect
Best for: Businesses needing flexible coverage with options for different time zones
What 24/7 usually includes: Live answering around the clock with bilingual support. Call recording and detailed reporting available.
Good fit if you: Need call overflow during busy times, after-hours coverage, or full 24/7 support.
Things to watch out for: Setup fees may apply ($75 reported). Per-minute pricing can add up with longer calls. Consistency in support is a concern according to some user reviews.
ReceptionHQ
Best for: Budget-conscious businesses wanting true 24/7 coverage
What 24/7 usually includes: US receptionists during business hours, Australian team for after-hours (both English-speaking). Plans start at $25/month. Answer time averages under 10 seconds.
Good fit if you: Want affordable round-the-clock coverage, need bilingual Spanish support, or prefer month-to-month contracts.
Things to watch out for: After-hours calls handled by offshore team (though English-speaking and professionally trained). Time zone differences may affect certain interactions. Public reviews note a few quality concerns.
Nexa
Best for: Home service businesses (HVAC, plumbing, electrical) and companies needing appointment booking
What 24/7 usually includes: Live agents and AI-assisted answering. CRM integrations. Emergency dispatch protocols. Industry-specific playbooks.
Good fit if you: Run a service business, need emergency dispatch, want lead qualification, or need appointment scheduling.
Things to watch out for: Pricing not publicly listed—requires quote. Focus on specific industries may limit fit for some businesses.
Smith.ai
Best for: Businesses wanting hybrid AI and human answering with advanced features
What 24/7 usually includes: AI receptionist handles routine calls, with live agents available on-demand. Intake, scheduling, and payment processing. North American-based support team.
Good fit if you: Want technology-forward solutions, need payment processing, handle intake forms, or want detailed call playbooks.
Things to watch out for: Higher complexity may require more setup time. Expensive - pricing is around $292.50 for 30 calls and up.
How to Verify True 24/7 Coverage
Before signing up, ask these questions:
- Do live agents answer during all hours, including 2 AM on Sunday?
- What happens on holidays like Christmas and Thanksgiving?
- How do you handle overflow if all agents are busy?
- Where are agents located? (US-based, offshore, or hybrid)
- What's your quality assurance process?
- What are your escalation procedures for urgent calls?
- What's your average response time at 3 AM versus 3 PM?
Good providers answer these clearly. Vague answers are red flags.
How much does a virtual answering provider cost?
Virtual answering service costs vary widely based on how you use them. Here's what you'll actually pay.
Pricing Models Explained
Per-Minute Plans
You pay only for time agents spend on your calls. Common rates range from $0.80 to $2.25 per minute. Most providers include a monthly minimum (often $100-$200) and a block of included minutes.
Example: A plan includes 100 minutes for $150/month with $1.75 per extra minute. If you use 150 minutes, your bill is $150 + (50 × $1.75) = $237.50.
Per-Call Plans
You pay a fixed amount for each answered call, regardless of length. Rates typically range from $1.75 to $5.00 per call.
Example: $5 per call with a 20-call minimum ($100/month). If you receive 35 calls, you pay $175.
Watch out: Brief calls cost the same as long ones. Also ask how wrong numbers and spam calls are counted.
Flat Monthly Plans (Bundles)
You choose a tier with set minutes or calls included. Higher tiers include more usage and additional features.
Common bundle sizes:
- 100 minutes: $150-300/month
- 200 minutes: $300-600/month
- 500 minutes: $700-1,200/month
These work well if your call volume is predictable.
Realistic Price Ranges by Business Size
Starter (Small Business)
Cost: $75-$250/month
Typical usage: 50-100 minutes or 20-40 calls
Coverage: Business hours or after-hours only
Best for: Solo professionals, small offices with low call volume
Growing Business
Cost: $250-$600/month
Typical usage: 100-250 minutes or 50-100 calls
Coverage: Extended hours or 24/7 with basic features
Best for: Service businesses, medical practices, law firms
High-Volume Business
Cost: $600-$2,000+/month
Typical usage: 250-500+ minutes or 100+ calls
Coverage: Full 24/7 with advanced features
Best for: Multi-location businesses, high-volume service companies, emergency services
The average answering service cost in 2025 is between $135-$400 per month for most small businesses. However, high-volume operations can spend $2,945+ monthly.
Common Add-On Costs
- After-hours premium: 25-50% above standard rates
- Bilingual support: $0-$50/month extra (some include it free)
- Appointment scheduling: $50-$200/month
- Emergency dispatch: Included in most plans, but verify
- Additional phone numbers: $10-$25/month per number
- Call recording: $10-$30/month
- CRM integration: $50-$150/month
- Setup fees: $50-$300 one-time (not all providers charge this)
What Drives Your Cost Up
- Call volume – More calls cost more
- Average handle time – Longer conversations eat more minutes
- Script complexity – Detailed intake or qualification takes longer
- Industry compliance – HIPAA-aware medical answering or legal intake adds cost
- Reporting needs – Custom reports may cost extra
- 24/7 coverage – After-hours and weekend support increases price
- Peak hour surges – High call volume during specific times
Simple Cost Example
Let's say you run a small plumbing business:
- You get 60 calls per month
- Average call length is 3 minutes
- Total minutes: 60 × 3 = 180 minutes
- You choose a 200-minute plan at $350/month
- Your actual cost: $350 (no overages)
If your calls averaged 4 minutes instead:
- Total minutes: 60 × 4 = 240 minutes
- Overage: 40 minutes × $1.75 = $70
- Total cost: $350 + $70 = $420
Understanding your call patterns helps you pick the right plan.
How to Choose the Right Virtual Answering Company!
Price matters, but it's not everything. Use this checklist to evaluate providers:
Coverage Hours and Holidays
- Do they cover the exact hours you need?
- What happens on major holidays?
- Can you adjust coverage as your needs change?
Scripts, FAQs, and Updates
- Can you customize greetings and scripts?
- How easy is it to update information?
- Do they charge for script changes?
- Can they handle your industry-specific questions?
Escalation Rules and On-Call Dispatch
- Can they follow complex escalation paths?
- How do they handle true emergencies?
- Can they reach your on-call staff?
- What happens if nobody answers the escalation?
Reporting and Call Logs
- Can you access call logs in real time?
- Do they offer call recordings?
- Can you tag calls by type?
- Do reports show missed calls, answer times, and call duration?
Quality Control and Training
- How do they train receptionists?
- What's their quality assurance process?
- Can you listen to sample calls?
- How do they handle complaints about poor service?
Contract Terms, Overages, and Cancellation
- What's the contract length? (Month-to-month is more flexible)
- What are overage rates?
- What's the cancellation policy?
- Are there setup fees or hidden costs?
Security and Privacy
- How do they protect caller information?
- Do they offer HIPAA-compliant services if needed?
- Where is data stored?
- Who has access to your call logs?
Common Mistakes (And How to Avoid Them)
Choosing by Price Only
The cheapest service often delivers the worst results. Poor call handling costs you customers, which costs far more than a few extra dollars per month. Focus on quality, then find the best price within quality providers.
No Script, No Escalation Rules
If you don't give clear instructions, receptionists guess. Guessing leads to mistakes. Spend time creating a simple script and clear escalation rules before you go live.
Not Tracking Booked Jobs or Leads
You're paying for the service—track whether it's working. How many calls turned into appointments? How many became customers? If you don't know, you can't improve.
Not Updating the Receptionist Team
Your business changes. Prices change. Services change. Hours change. If you don't update your answering service, they'll give callers wrong information. Set a monthly reminder to review your scripts.
FAQ
Is a virtual answering service the same as a virtual receptionist?
The terms are often used interchangeably, but there's a small difference. A virtual answering service typically focuses on taking messages and basic call handling. A virtual receptionist offers more services like appointment scheduling, call screening, and sometimes payment processing. Many providers now offer both under one service.
Can I start with after-hours only?
Yes. Many businesses start with after-hours or weekend coverage and expand to business-hours overflow later. After-hours-only plans are common and often more affordable since you're using fewer minutes. This is a smart way to test a service before committing to full coverage.
Will callers know it's outsourced?
Not if the service is good. Professional receptionists answer using your business name and follow your scripts. Most callers assume they've reached your office. The key is giving receptionists enough information about your business so they can answer questions naturally.
Can they book appointments into my calendar?
Yes, most services offer appointment scheduling. They can book directly into calendars like Google Calendar, Outlook, or scheduling software. You set your available times and rules (like minimum notice needed), and they handle the rest. Some charge extra for this feature, so ask upfront.
What's the best plan for low call volume?
If you get fewer than 30 calls per month, look for low-minimum per-minute plans or per-call pricing. Some providers offer starter plans starting at $25-$75/month. Just make sure the per-minute overage rate is reasonable in case you have a busy month. Month-to-month contracts give you flexibility to adjust.
How do I switch from my current provider?
Most transitions take 1-2 weeks. Give your new provider your existing scripts and call flows. Set up call forwarding to the new number. Run both services in parallel for a few days to test. Once you're confident, cancel the old service. Keep copies of all your call logs before canceling.
What if I need industry-specific knowledge?
Ask providers if they have experience in your industry. Many specialize in medical, legal, real estate, or home services. They train receptionists on industry terms and common scenarios. If you need medical answering service features or home service answering service protocols, choose a provider with that expertise.
Keep Every Call with Ambs Call Center
A virtual answering service only helps if it fits your business. The wrong service wastes money. The right one captures leads you'd otherwise miss.
At Ambs Call Center, we've been answering calls for businesses like yours for decades. We know what works and what doesn't. Our team helps you build scripts, set up escalation rules, and track what matters.
When you're ready to capture every lead and stop losing business to voicemail, connect with us.
Topics:
