What is a Virtual Receptionist? (and How it Benefits You)

If you're a business owner or office manager looking for help with incoming calls, you’ve probably come across the term “virtual receptionist.” But what does it actually mean?

I’ve been in the answering service and live receptionist business for over two decades, and I’ve seen firsthand how often people confuse virtual receptionists with voicemail systems, AI bots, or even virtual assistants. (I've even written books on this exact topic!). So let’s clear that up—and more importantly, let’s talk about how virtual receptionists help real businesses run more smoothly every day.

What is a Virtual Receptionist?

Let’s start with the basics—the definition of what is a virtual receptionist.

A virtual receptionist is a customer service agent who answers your business' calls remotely.

They greet your callers using your business name, provide helpful information, screen and transfer calls, schedule appointments, take messages, and handle basic customer interactions. From your caller’s perspective, they’re speaking with your in-house receptionist. But in reality, that receptionist is off-site and part of a virtual receptionist service, like ours.

But it's equally important that we be clear of what a virtual receptionist isn't.

What a Virtual Receptionist Isn't

Now that you know what a virtual receptionist is, let's go through some common misconceptions around virtual receptionist services.

• A virtual receptionist is not an automated voice prompt.
• It’s not an AI chatbot.
• And it’s definitely not a “virtual assistant” who works directly for your company in a remote role.

1. "It’s Just a Robot Answering Calls"

Nope. We’re talking about trained, real humans. If you’ve ever been frustrated yelling “agent” into your phone, you’ll know the difference.

2. "It’s Only for After-Hours Calls"

Virtual receptionists can absolutely cover after-hours—but they’re just as useful during business hours, especially for call overflow or breaks.

3. "They Won’t Know My Business"

Receptionists follow detailed call scripts, escalation rules, and FAQs you provide. The good ones (yes, like us) also train continuously and offer custom onboarding.

But it's important to remember that a virtual receptionist is not a virtual assistant. While a virtual receptionist can answer FAQ about your business, it won't know detailed information about your business that only you or your upper management would know.

A virtual assistant often helps one specific business with a wide range of administrative tasks. A virtual receptionist, by contrast, is typically employed by a professional answering service. They'll handle calls for multiple clients, not just one (just like a front desk receptionist would, but virtually and with award-winning customer service training).

What Does a Virtual Receptionist Do?

Depending on the needs of your business, a virtual receptionist can do quite a bit. The key is that their job is focused specifically on phone answering and customer support.

Here’s what a good virtual receptionist service typically provides:

1. Answering Calls Professionally

This almost goes without saying but every call is answered with a personalized greeting that reflects your brand. Whether you want a formal tone or something more relaxed, receptionists are trained to adapt their delivery accordingly. 

Every part of the setup for your virtual receptionist service is highly customizable!

2. Call Screening and Transfers

Not every call needs to go straight to you. Virtual receptionists filter out sales calls, wrong numbers, and non-urgent inquiries. One of the ways they do that is by using a voicemail prescreen.  That way, the right calls get transferred live to your office. The non-urgent ones? They get documented and passed along by text, email, or in your CRM.

3. Appointment Scheduling

Need appointments booked directly into your calendar? Many services (ours included) can handle appointment bookings and even sync with tools like Calendly, Google Calendar, or practice management systems to handle that on your behalf.

4. Message Taking and Delivery

For calls that don’t need to be transferred, virtual receptionists gather all the important details and send the message how you want it.

Here are a few options for how a virtual receptionist service can send messages to your business:

• Text
• Email
• Web portal
• Phone call
• Directly into your software via integration

Learn more about message delivery options here. You can also learn about answering service integrations here!

5. Customer Support Tasks

Many virtual receptionists are also trained to answer common FAQs about your business: hours, directions, pricing, service availability, etc.

The goal is always to help the caller (and reduce the interruptions hitting your team).

Who Actually Uses Virtual Receptionists?

Virtual receptionist services are no longer just for startups or solo entrepreneurs (though they're a perfect fit for those). For instance, our virtual receptionist services are used across dozens of industries.

Here’s where they really shine:

1. Solopreneurs & Freelancers

When you're the entire team, every interruption counts. Virtual receptionists keep your phone answered so you can stay focused on doing the actual work—without sounding like a one-person operation.

2. Small Businesses

Not ready (or able) to hire a full-time admin? Virtual receptionists act as your receptionist, but without the overhead. They can fill in during busy hours, cover lunch breaks, or take over completely after 5PM.

3. Medical & Dental Offices

In healthcare, missed calls can mean missed patients. We handle front desk overflow, after-hours calls, and triage, all the while following HIPAA-compliant protocols. It’s especially helpful for practices that want support without sacrificing professionalism or privacy.

4. Law Firms

Attorneys need their phones answered professionally and consistently, especially when they're in court or client meetings. Virtual receptionists can route urgent calls and log new client intakes.

5. Trades & Home Services

HVAC, electricians, and plumbers are often in the field, not the office. A virtual receptionist ensures every lead is answered, qualified, and dispatched if needed.

6. Tech & SaaS Startups

Early-stage companies don’t always have a front office. But they still need a front line. Receptionists can provide coverage during launches, scaleups, or even investor calls to gather more information and forward it over to your office.

Here are more industries that virtual receptionist services help.

Benefits of Using a Virtual Receptionist Service

From a business perspective, the advantages are easy to see once you experience them. Let's start with the biggest one.

1. Virtual Receptionists Save You Money

Hiring someone in-house can cost $35,000 to $50,000 a year! (They actually cost more once you factor in benefits, payroll taxes, and training). A virtual receptionist gives you that same coverage for a fraction of the cost. You only pay for what you use!

2. Fewer Missed Calls (and More Leads!)

We’ve seen businesses double their lead conversion rates just by making sure someone always answers the phone. If your voicemail is still doing heavy lifting during office hours, you’re almost certainly missing revenue. 

Did you know 67% of people don't listen to a voicemail a business leaves them?

3. Less Stress for You and Your Team

When you’re not rushing to answer the phone between tasks, your day just goes better. Your team can focus on what they do best, without the constant context-switching.

4. Improved Caller Experience

Fast answers, professional greetings, and a clear path to resolution. That’s what callers want. When they get it, they stay longer, refer more people, and trust you more.

Virtual Receptionist vs. In-House Receptionist Comparison Table

How to Choose a Virtual Receptionist Service (What to Look For)

This is a crowded space, and not every provider is built the same. If you're evaluating options, here are some features to watch for:

• Live, US-based agents trained in call etiquette and real customer service
• Customizable scripting based on your brand and industry
• Integration options with your CRM, calendar, or ticketing systems
• Clear pricing (no surprise fees for “message units” or long holds)
• Availability that matches your needs—full-time, part-time, or overflow

Here's a bonus: check to see if they really answer your calls exclusively in the US, or if they're just US-based. Wondering what's the difference? Check out our blog on how US-based answering services often outsource their calls overseas.

When Should You Start Using a Virtual Receptionist?

There’s no perfect moment exactly. But here are a few signs it might be time:

• You’re missing calls or relying on voicemail
• You can’t afford to hire full-time front office help
• Your current team is overwhelmed with phone interruptions
• You want to sound more professional than a cell phone pickup
• You’re scaling and want to keep communication sharp

If you checked more than one of those, it’s probably worth a conversation. And in my experience, businesses that are already thinking about getting a virtual receptionist are often past due for one.

Get a Virtual Receptionist Service to Save Time, Reduce Costs, and Grow Your Business

For a lot of businesses, a virtual receptionist isn’t a luxury. It’s a quiet, behind-the-scenes necessity that keeps everything running more smoothly.

We’ve been doing this work at Ambs Call Center since 1932. We answer phones for healthcare practices, law firms, contractors, and growing teams all across the country. But the reason people stick with us? It’s simple. We sound like them. We care like they do. And we show up when it matters.

Learn more about our virtual receptionist services by reaching out to us here. You can also learn more about virtual receptionists here. And we highly recommend checking out our helpful resources below.

Helpful resources:

How much does a virtual receptionist cost?

What does a virtual receptionist do exactly?

How long will it take to get started with a virtual receptionist service?

If you’re thinking about trying virtual receptionist services, we’re happy to help you figure out if it’s a good fit.