Answering Service vs. Hiring a Receptionist
How the two compare on coverage, cost structure and day-to-day reliability, and when a mix of both makes sense.
Quick answer
An in-house receptionist is best for in-person tasks during set hours. An answering service covers calls around the clock without the limits of one person’s schedule. Many businesses combine them: a receptionist by day and Answer Center after hours and when things get busy.
Side-by-side comparison
| Factor | In-house receptionist | Answer Center answering service |
|---|---|---|
| Coverage hours | Set shifts. Around-the-clock coverage needs several people. | Live receptionists answer 24/7/365. |
| Sick days and vacations | Calls go unanswered when the receptionist is out. | Never worry about your phone receptionist calling in sick. |
| Busy periods | One person can only take one call at a time. | Operators step in when things get busy. |
| Setup and management | You hire, train and manage staff. | Operators are trained by Answer Center. You provide your instructions through a customized account. |
| Cost structure | Payroll, benefits and equipment. | Plans based on minutes, plus customized pricing. See pricing. |
| In-person tasks | Greets visitors and handles mail and deliveries. | Phone-based: answers calls, takes messages and schedules appointments. |
When an in-house receptionist is the better fit
If much of the job is greeting visitors, handling mail and deliveries, or other work only someone on site can do, an employee is the right choice.
When an answering service is the better fit
- You need calls answered after hours, on weekends and on holidays.
- Your team is small and every call matters, but you cannot staff a phone all day.
- You want coverage during lunches, vacations, sick days and busy periods.
- You want a plan for keeping your phones answered during an emergency or outage.
Using both
Many businesses keep a receptionist for the daytime and use Answer Center for after-hours calls and overflow. We can step in during the day when things get busy, after hours once your office is empty, or around the clock.
Common questions
Can an answering service replace a receptionist?
For phone-based work, yes: Answer Center answers in your company’s name, takes messages and sets appointments. It does not handle in-person tasks such as greeting visitors.
Can an answering service work alongside a receptionist?
Yes. Answer Center can cover after hours, lunches, vacations and busy periods while your receptionist handles the daytime.
How is Answer Center priced?
Virtual receptionist plans are priced by included minutes with a per-minute rate for additional minutes, and customized pricing is available. See the pricing page.
Can I try it first?
Yes. Start a free 7-day trial with no obligations and no contracts.