An outsourced receptionist is an outside provider that answers a business's calls in its name, taking messages, booking appointments and passing on urgent calls. If the provider also makes marketing calls, direct marketing rules may apply to those calls. [1]
On this page
What is an outsourced receptionist?
An outsourced receptionist is an outside provider that answers a business's phone calls in the business's own name. The receptionist greets the caller, takes a message, books an appointment or transfers an urgent call, then sends the details on by email or text.
AI call answering is one option to compare with staffed reception, where people rather than software take the calls. Typical jobs include answering new enquiries for a plumber, booking appointments for a clinic and taking messages for a solicitor's office.
How much does it cost to hire a virtual receptionist?
The sources used here give no receptionist fees, so any price needs to come from a written quote. When asking for a quote, it helps to set out the number of calls, the hours that need cover, whether people or software answer, and which extra tasks are wanted.
Ask each provider how it charges, for example per call, per minute or through a monthly plan. Ask whether there is a set-up fee or an extra charge for evening and weekend cover. Ask whether diary booking, warm call transfers and outbound calling are included in the quote or priced separately.
To compare quotes, describe the same typical week of calls to each provider and ask for a written price, including what happens to calls above a plan's allowance. The guide to customer service chatbots covers a text-based alternative.
What is a posh virtual receptionist?
Posh virtual receptionist is not a defined term in the sources. The provider's own description shows what is included.
A premium service may offer a small team who learn the business, a custom greeting and script, warm transfers and detailed message notes. Law firms, consultancies and private clinics may choose this style because the first call shapes a client's impression. Ask the provider how the price of these features compares with basic message taking.
Is there a virtual phone answering service in the UK?
Yes. Providers offer virtual reception and phone answering to UK businesses, from small teams covering local firms to larger call centres and automated services. Options include staffed answering, overflow cover when the office line is busy, evening and weekend cover, and automated answering.
Points to check include whether calls are answered in the UK, which hours are covered, how messages reach the business, how urgent calls are handled and where callers' details are stored. The guide to dental practice call cover shows how this works in one sector.
What should a receptionist's script and escalation rules cover?
Work inside the job usually includes answering new enquiries, booking and rescheduling appointments, taking detailed messages and transferring urgent calls. A short script, approved answers to common questions and a note of who takes which calls mark the boundary.
Ask the provider what falls outside the service and how it passes on calls it cannot handle, such as a complaint, a payment dispute or an out-of-hours emergency. Agree these points in writing before the service starts.
When do a receptionist's calls count as direct marketing?
Promoting your aims, products, services or campaigns, or encouraging a person to do something, and directing this to particular people, counts as direct marketing. [1]
But direct marketing might not include every customer communication. Service messages such as appointment reminders do not count as direct marketing. Asking a receptionist to promote an offer to particular callers could bring that part of the work within the definition.
What about outbound calls a provider makes to other businesses?
Some providers add outbound calling to answering, such as ringing other firms to book demonstrations. PECR covers making direct marketing calls by live or automated call, and these rules apply to B2B marketing calls. [2]
This section addresses outbound marketing calls that a provider makes. Ask any provider that makes outbound calls how it handles these rules.
Sources
Rates, thresholds and dates in this guide come from these sources. Check the source for the current figure.