Virtual receptionists. You’ve probably spoken to dozens of them already and never had a clue. The term might sound familiar, but unless you’re already using one, you probably aren’t sure what a virtual receptionist really is.
What is a Virtual Receptionist?
A virtual receptionist is a remote professional who answers calls, takes messages, schedules appointments, and provides information on behalf of your business.
They perform many of the same duties as an in-house receptionist, without the need for a physical presence in your office (which is what makes them remote). Whether they work from a home office or call center, virtual receptionists are typically part of a specialized service, like an answering service, that supports multiple businesses.
💡Virtual receptionists are not to be confused with virtual assistants. You can read more on the key differences here.
Types of Virtual Receptionist Services
Traditionally, virtual receptionists were always real humans, professionally trained to sound like an extension of your business. And in many cases, they still are. But as technology has advanced, so have virtual receptionist services.
Whether live or AI-based, virtual receptionists are designed to ensure that no customer is ever left waiting, and that every call feels like it’s being handled by someone who knows your business.
Live Human Receptionists
Real people working remotely who answer your phone like they’re sitting at your front desk. They’re great because they actually get nuance — when someone calls panicked about a burst pipe at midnight, they know that’s urgent. When someone rambles about their cat for five minutes before asking about your services, they can steer the conversation back on track.
AI-Powered Systems
Think of these as really sophisticated phone menus that can actually talk back. Perfect for straightforward stuff like hours, directions, or booking standard appointments. Available 24/7 and cheap to run. But the moment someone needs something that wasn’t programmed in advance, things get weird fast. Nothing ruins a potential sale like an AI saying “I’m sorry, I didn’t understand that” three times in a row.
Hybrid Approach
This combines the reliability of human judgment with the efficiency of AI. The system routes simple, routine calls to AI and passes anything nuanced to real receptionists. It’s an interesting middle ground that’s becoming more popular as businesses look for ways to balance cost and quality. Just like AI systems, the set-up can be more complex than traditional systems, and you’re normally in charge of ‘training’ your AI receptionists rather than the service provider.
How Does A Virtual Receptionist Work?
Getting started with a virtual receptionist is easier than most people think. Once you choose a provider, the process typically begins with a discovery or onboarding call to understand your business, call flows, hours of coverage, and preferences. You’ll share key details like how you want calls answered, what information should be collected, and who should receive messages or transfers.
From there, the answering service will create a custom call-handling script that reflects your tone, brand, and business needs. Some services also offer integrations with tools like calendars or CRMs, although this depends on the provider, your call volume, and the platforms you’re using. For many businesses, basic message-taking and warm transfers are enough to start.
Before going live, test calls are conducted to confirm everything sounds natural and works as intended. Once your account is live, professionally trained receptionists begin answering your calls according to your script and protocols. After launch, most services provide a dedicated point of contact, like an account manager, for ongoing support, regular reporting, and easy ways to update your script or call-handling preferences.
7 Key Benefits of Virtual Receptionists for Small Businesses
1. You Save Money.
Full-time receptionists are great, but they’re also expensive. Between the salary, benefits, taxes, and time it takes to train someone? It adds up fast.
In Canada, you’re looking at anywhere from $33,000 to $40,000+ a year—just in salary. That doesn’t even include stuff like vacation, sick days, or that two-week onboarding process you forgot to plan for.
Now compare that to a virtual receptionist, where basic packages often start around $200 to $300 CAD a month. That’s only $2,400 to $3,600 a year and you’re looking at a 90%+ reduction in overhead as a result.
For less than one month’s cost of a full-time hire, you could have a full year of professional call handling. When you run the numbers, it’s hard to argue with the value.
2.You’re ‘Open For Business’ 24/7.
Small businesses lose calls after hours. It’s just a fact. Virtual receptionists can answer your calls 24/7, including evenings, weekends, and holidays, so you never have to worry about losing business outside regular hours.
That’s especially valuable, considering more than half of Canadian businesses have fewer than four employees, and nearly three-quarters have fewer than ten, according to the Government of Canada.
With such lean teams, providing round-the-clock customer support is nearly impossible without outside help. After all, even the most dedicated staff can’t cover every hour of the day and night without burning out or sacrificing other essential work.
3. They Make You Look Like a Pro.
Whether you’re working from a downtown office or your kitchen table, callers will never know the difference. Virtual receptionists offer a professional presence that will make people think you’ve got a whole team behind you.
When every call is answered professionally, your business sounds established, even if you’re a one-person operation or a small team. That can go a long way with new clients or partners who are calling you for the first time. First impressions matter, and customer satisfaction goes way up when you sound polished.
4. No Physical Office? No Problem.
If your business runs remotely or you just don’t have the space for a front desk setup, a virtual receptionist is the perfect fit. There’s no need to invest in extra phone lines, reception software, or physical infrastructure.
For small businesses and startups looking to stay agile and lean, this is a smart way to cut fixed costs and free up space, without sacrificing professionalism or customer service.
5. You Can Scale Without the Headache.
Your business growing? That’s the goal! But, that also means more clients, and more calls… which can lead to more chaos. Luckily, virtual receptionist services grow with you.
Instead of just having one full-time receptionist, you get access to a whole team of trained professionals. Need more hours covered? No problem. Expecting a spike after a product launch? Covered.
6. You Get to Focus on What You’re Actually Good At.
Let’s be honest: answering phone calls probably isn’t why you started your business.
By outsourcing that part of your day, you get to spend more time doing what really matters. Like serving your clients, growing your business, and perhaps even unplugging long enough to take a real lunch break. The headspace alone is worth it.
7. Skip the Onboarding Hassle.
The best part about virtual receptionists is that you don’t have to train them. No onboarding. No awkward check-ins. No “Hey, can you stop putting people on hold for so long?”
Customer service training programs typically take anywhere from 2 days to 2 weeks, and that’s just the formal part. Research shows that 70% of job skills are actually learned on the job, which means you’re often paying for ramp-up time long after training technically ends.
With a virtual receptionist, you skip all that. They’re already trained, managed by their service provider, and ready to represent your business professionally from day one.
How to Choose the Right Virtual Receptionist Service
Finding the right virtual receptionist isn’t just about price. It’s about trust, reliability, and finding a partner who really understands your business needs. Here are some key features to look for, plus some smart questions to ask before you commit.
Availability + Hours of Operation
What to ask: Are your services available 24/7, including holidays and weekends?
Why it matters: If being reachable outside of standard business hours is important for your business you need a provider that offers true 24/7 coverage, not just extended business hours. You don’t want to find out too late that your “after-hours” service actually ends at 9 PM.
Office + Team Location
What to ask: Where are your receptionists and support teams based? Are all services delivered from within Canada?
Why it matters: Many companies advertise themselves as “Canadian” but outsource their calls overseas or use offshore teams during evenings and weekends. This can lead to inconsistent service quality, time zone misalignment, and privacy concerns. If supporting Canadian jobs, aligning with local business standards, or ensuring clear communication is important to you, confirm that your provider’s operations, not just their mailing address, are based in Canada.
Bilingual or Multilingual Support
What to ask: Do you offer support in both English and French? Any other languages?
Why it matters: In Canada, offering bilingual service (at minimum English and French) isn’t just good manners, it can be a competitive advantage. If your customer base includes non-English speakers, multilingual support ensures better communication, improved customer satisfaction, and access to broader markets.
Custom Scripting + Call Handling
What to ask: Can I customize how my calls are answered and what happens next?
Why it matters: Your receptionist is often your first impression. The ability to tailor scripts, FAQs, and workflows ensures every call aligns with your brand and customer service expectations. Whether you want them to book appointments, qualify leads, or escalate urgent calls—customization is key.
Message Delivery + Escalation Options
What to ask: How will I receive messages? Can you escalate urgent calls via SMS or email?
Why it matters: Getting your messages quickly, and in the right format, can make or break your response time. Look for services that offer flexible delivery (phone call, text, email, or a combo of all three.) and clear escalation protocols for emergencies or high-priority calls.
Industry Experience + Training
What to ask: Do your receptionists have experience in my industry? How are they trained?
Why it matters: A receptionist answering for a law firm or medical clinic needs different training than one answering for a landscaping company. Providers with relevant experience will better understand your terminology, regulations, and customer expectations—making for smoother interactions and fewer awkward mistakes.
Pricing Structure + Included Services
What to ask: What’s included in your base rate? Are there overage charges or add-on fees?
Why it matters: Some services charge per minute, others per call or per feature. Make sure you know what’s included in the base package and what might cost extra. That way, you’re not surprised by hidden fees—or paying for features you’ll never use.
Security + Compliance
What to ask: How do you protect customer data? Are you PIPEDA compliant?
Why it matters: If you’re handling sensitive information (especially in industries like healthcare or finance), make sure your provider follows strict privacy standards. In Canada, compliance with PIPEDA (Personal Information Protection and Electronic Documents Act) is non-negotiable. Ask how your data—and your callers’—will be protected.
A Smarter Way to Manage Calls
You started your business to solve problems, not to sit by the phone all day. If you’re spending more time answering calls than serving customers, something’s backwards.
A virtual receptionist won’t solve every business challenge, but it will solve this one: making sure you never miss another opportunity because you were busy doing the work that actually pays the bills.
The math is simple. The setup is easy. The question is whether you’re ready to stop playing phone tag with potential customers.