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How to hire a virtual receptionist company for a small business in 2025

Running a small business isn’t easy. Between managing operations, customer relationships, and growth strategies, there’s often too much on your plate.

One of the biggest time-draining challenges?

Handling administrative tasks like answering phone calls, scheduling appointments, and promptly ensuring customers get help.

This is where virtual receptionist companies can make a big difference. Outsourcing your call-handling and front-desk tasks frees up time to focus on growing your business.

But how do you hire the right virtual receptionist company? Let’s break it down step by step.

DocVA made our vision real with their virtual receptionist company!

What is a virtual receptionist service?

Definition and explanation

A virtual receptionist service provides businesses with professional receptionists who remotely manage incoming phone calls, messages, appointment scheduling, etc. Unlike in-house staff, virtual receptionists operate remotely and leverage technology to connect with your customers.

Think of them as an extension of your team — they provide the same customer-facing support as a traditional receptionist without requiring you to hire a full-time, in-office employee.

Hiring requirements for small business owners

  • Professionalism and Communication Skills: Virtual receptionists serve as clients’ initial point of contact; therefore, exceptional verbal and written communication abilities are essential to convey a professional image and ensure clear interactions.

  • Technical Proficiency: Knowing how to use digital tools and software, such as scheduling applications, customer relationship management (CRM) systems, and communication platforms, is crucial for managing tasks efficiently in a virtual environment.

  • Dependability and Time Management: Small businesses rely on virtual receptionists to manage calls and messages promptly. Dependability and managing time effectively ensure that tasks are completed without constant supervision.

  • Adaptability and Problem-Solving Skills: Being able to handle unexpected situations, adapt to changing business needs, and resolve issues independently — these are all valuable for maintaining smooth operations.

  • Customer Service Orientation: A positive attitude and a focus on delivering excellent customer service help build rapport with clients, address their concerns empathetically, and enhance overall customer satisfaction.

Struggles of small businesses — and how virtual receptionist services can help

interacting to virtual receptionist

1. Rising operational costs

Small businesses feel pressure from rising operational expenses, including rent, utilities, insurance, and employee salaries.

For many, this means tight margins, slower growth, and fewer resources for core business activities. Traditional hiring adds significant costs, including training, benefits, and infrastructure, which can be a major burden on small budgets.

By outsourcing receptionist duties, small businesses eliminate the costs associated with full-time in-house staff. Virtual receptionists operate remotely, meaning you save on office space, equipment, and benefits.

They offer flexible pricing models — from pay-as-you-go to monthly packages — allowing you to choose a plan that aligns with your budget. With virtual receptionists, you get the same level of professionalism at a fraction of the cost, freeing up resources for revenue-generating activities.

2. Increased regulatory compliance

Small businesses are increasingly bogged down by new regulatory requirements, from industry-specific policies to general data protection rules.

Administrative tasks like updating records, scheduling compliance reviews, or managing documentation consume valuable time that could otherwise be spent on strategy or growth. Failure to comply with obligations can result in penalties or reputational damage.

Virtual receptionists can shoulder this administrative burden by handling calls and inquiries about compliance-related processes. They can schedule important meetings, reminders, or follow-ups with lawyers, regulators, or industry bodies, ensuring nothing is overlooked.

Well-structured systems and custom scripts can also answer frequently asked questions regarding compliance, leaving you to focus on the bigger picture while staying organized and proactive.

3. Cybersecurity threats

Cyberattacks have increasingly targeted small businesses, many lacking the tools, awareness, or infrastructure to defend against breaches.

Cybersecurity lapses can disrupt operations, compromise sensitive customer data, and damage trust—issues that small businesses may find difficult to recover from.

Reputable virtual receptionist companies use secure platforms, encrypted communications, and data protection protocols to handle client information safely.

Depending on the industry, many employ redundancies to prevent service disruptions and comply with privacy standards like GDPR or HIPAA. This reduces the risk of a breach and reassures customers that their data is in safe hands.

By outsourcing to a virtual receptionist service that prioritizes security, you mitigate the risk of costly cyber incidents while still delivering exceptional service and customer support.

4. Talent acquisition and retention

Small businesses often struggle to attract and retain skilled employees. Larger companies can offer higher salaries, better perks, and career development opportunities, leaving small businesses disadvantaged. As a result, overstretched teams face burnout, and essential roles may go unfilled, which stunts business growth.

Virtual receptionists allow you to maintain professional, reliable customer support without the need to hire in-house staff. This reduces pressure on your existing team, enabling them to focus on higher-value work that aligns with their skills and keeps morale high.

Small businesses can better manage workloads, reduce employee burnout, and retain their core talent by improving operational efficiency without adding headcount.

5. Managing increased customer expectations

Modern customers expect immediate responses, smooth communication, and high-quality service — regardless of a business’s size.

Missing a call, responding late, or failing to address inquiries promptly can result in lost opportunities and negative impressions. For small businesses with limited staff, meeting these expectations consistently can feel impossible.

Virtual receptionists are available 24/7, ensuring that every customer call, question, or request is addressed promptly. They act as your business’s first point of contact, offering a professional and friendly experience every time.

Whether answering phone calls, scheduling appointments, or forwarding urgent issues, they ensure no opportunity is missed.

This level of responsiveness enhances the customer experience and builds trust and loyalty, key drivers of long-term business growth.

6. Struggling to balance remote and hybrid operations

The rise of remote and hybrid work has forced many small businesses to adapt their workflows.

While flexible working has advantages, it can lead to communication breakdowns, inconsistent processes, and inefficiencies in managing customer interactions, particularly for businesses still reliant on outdated tools.

Virtual receptionists seamlessly integrate into your existing systems, whether you operate remotely, on-site, or in a hybrid model. They use cloud-based tools, customer relationship management (CRM) systems, and advanced call-routing software to ensure smooth operations regardless of your team’s location.

With their support, small businesses maintain consistent, high-quality customer interactions while avoiding the challenges of scattered workflows.

7. Missing growth opportunities due to time constraints

a client interacting in the virtual receptionist company

One of the most overlooked struggles of small businesses is being so consumed with day-to-day tasks that there’s no time left to pursue strategic growth opportunities.

Admin tasks like answering calls, scheduling appointments, and managing messages eat into valuable hours that could be used for sales, product development, or marketing.

Virtual receptionists take over time-consuming administrative tasks and give business owners and teams the breathing room they need to focus on growth.

Instead of worrying about missed calls or overwhelmed team members, you can channel your energy into initiatives that move the needle — like reaching new customers, expanding services, or launching innovative campaigns.

Virtual receptionists are a reliable extension of your team, ensuring operations run smoothly while you scale confidently.

How virtual receptionists work

Technology and software

Virtual receptionist services use advanced technology to manage phone calls and messages seamlessly. Many top virtual receptionist companies use cloud-based systems, AI-powered tools, and customer relationship management (CRM) platforms to integrate with your business operations.

Here’s how virtual receptionist services typically work:

1. Call routing

Calls to your business are seamlessly forwarded to the virtual receptionist’s system, ensuring no customer call goes unanswered. This process happens in real-time, so your clients experience a smooth and professional interaction without realizing they’re speaking to an external service.

Virtual receptionists can screen and direct incoming calls based on your specific preferences — whether they need to connect customers to certain team members, departments, or voicemail. This eliminates the need for you or your team to manage calls manually, saving valuable time and creating a more efficient workflow.

2. Custom scripts

Virtual receptionist services use scripts tailored to your business to deliver consistent, professional responses that align with your brand voice. These scripts can include call handling instructions, personalized greetings, FAQs, appointment details, or customer service responses. This ensures every interaction feels personal and relevant.

The scripts are developed collaboratively, reflecting the tone and messaging your customers expect. By following these customized guidelines, virtual receptionists provide a seamless experience for callers while maintaining the professionalism of an in-house team.

3. Appointment scheduling

Virtual receptionists can integrate directly with your calendars to manage appointment scheduling, rescheduling, and cancellations on your behalf. Using tools like Google Calendar or scheduling software, they coordinate with customers in real-time to ensure no appointment is missed or double-booked.

They can also send reminders to clients via email or text, reducing no-shows and keeping your schedule running smoothly. Through this, virtual receptionist services allow you to focus on delivering your services rather than managing time-consuming administrative work.

4. Message handling

A virtual receptionist service can ensure no important messages slip through the cracks when you’re unavailable. They capture details like the caller’s name, reason for calling, and contact information and relay the message to you through your preferred method — email, SMS, or a secure portal. This means you stay informed and can prioritize your responses without feeling overwhelmed.

By filtering and organizing incoming messages, virtual receptionists help you maintain excellent customer service and communication while effectively managing your workload.

Some providers also offer live chat, email support, and after-hours services to ensure you never miss an opportunity to connect with your customers.

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CRM leaders predict that by 2025, a majority of customer service professionals will be using AI. This shift is expected to streamline operations, enhance customer experiences, and optimize workflows. As technology continues to advance, AI tools will empower customer service teams to handle inquiries more efficiently, enabling quicker responses and personalized interactions with clients.

Choosing a virtual receptionist service provider

Key considerations

When choosing the best virtual receptionist services, you’ll want to consider:

1. Identifying your business needs

When choosing a virtual receptionist service, the first step is understanding your business needs.

Are you looking for basic call-handling services, or do you require additional features such as appointment scheduling, live chat support, or customer service management?

Some virtual receptionist service providers offer customizable packages, allowing you to select only the features that align with your operations. For instance, businesses that rely heavily on appointments—like dental offices, consultants, or salons—will need advanced scheduling features.

On the other hand, if your business manages high call volumes with simple inquiries, a provider focused on call routing and message-taking might be the best fit. Identifying these needs upfront helps streamline your search and ensures you’re not paying for unnecessary services.

2. Service hours and availability

Service hours play a critical role when evaluating a virtual receptionist provider.

Do you need 24/7 support, or is coverage limited to standard business hours enough?

Businesses that cater to global markets, such as e-commerce stores, or industries requiring urgent responses, like healthcare, often benefit from round-the-clock availability. A virtual receptionist offering 24/7 coverage ensures no call is missed, even during weekends, holidays, or late at night.

Choosing a virtual receptionist service provider with business-hours coverage can suffice while keeping costs lower for businesses that primarily operate locally and within fixed hours. Carefully evaluating your customer demands and availability needs will ensure your business stays responsive and reliable, no matter the time.

3. Industry experience

Not all virtual receptionist providers are created equal, especially regarding industry experience.

Some companies specialize in specific sectors, such as healthcare, legal services, real estate, or e-commerce. These providers bring valuable expertise and understanding of those industries’ nuances, regulations, and customer expectations.

For example, a virtual receptionist for a law firm may need to follow strict client confidentiality guidelines, while one for a medical clinic must handle HIPAA-compliant communication.

Choosing a provider with experience in your industry reduces onboarding time and ensures seamless, professional interactions with your customers. It also allows receptionists to handle complex customer inquiries more effectively, building client trust.

4. Integration capabilities

Seamless integration with your existing tools and systems is another crucial factor when choosing a virtual receptionist provider. Most businesses rely on tools like CRM platforms, calendar software, and booking systems to manage daily operations.

A good virtual receptionist company should integrate directly with tools like Google Calendar, HubSpot, Salesforce, or other platforms you use. For businesses that rely on technology for workflow efficiency, this ensures no disconnect between your receptionist and your operations.

Integration enables real-time appointment scheduling, accurate message delivery, and smooth data flow, saving time and reducing manual errors. Before making a decision, confirm that the provider can work with your preferred tools or offer alternatives that align with your processes.

5. Scalability to match business growth

As your business evolves, so will your need for customer support. Scalability is a critical factor to consider when selecting a virtual receptionist service provider.

Can the provider handle increasing call volumes as your customer base grows? Will they be able to expand their services to include features like live chat, bilingual support, or more advanced customer relationship management?

A scalable provider grows alongside your business, ensuring that your customer interactions remain efficient even during periods of rapid growth. Small businesses that plan for expansion should prioritize providers who offer flexible plans, making it easy to upgrade services without unnecessary disruptions.

6. Customer support and reputation

Lastly, assess the provider’s commitment to customer support and their reputation in the market.

Look for companies with excellent reviews, case studies, and testimonials that highlight their professionalism and reliability. A responsive support team is essential, especially during the onboarding process or if any technical issues arise.

Ask questions about their training processes, quality control, and ability to adapt to your brand voice and customer expectations. Providers with strong reputations for answering service often invest in ongoing training for their receptionists, ensuring they can deliver a positive and consistent customer experience. A company that values its own customer support is more likely to provide top-tier answering service to its clients.

Complete Virtual Receptionist Services Delivered by DocVA

DocVA offers comprehensive virtual receptionist services designed to enhance your business operations. Our team of skilled professionals provides seamless call management, appointment scheduling, customer support, and more, ensuring a smooth and efficient experience for your clients and team.

a virtual receptionists company

Top virtual receptionist service providers

Here are a few of the top virtual receptionist services to consider in 2025:

  1. DocVA: A leading provider of virtual medical assistant services specializing in connecting healthcare practices with skilled remote professionals, primarily from the Philippines. v

  2. Ruby: Known for its exceptional customer service and US-based receptionists, Ruby is a great choice for small businesses.

  3. Smith.ai: This provider combines human receptionists with AI tools for efficient, cost-effective support.

  4. AnswerConnect: Offers 24/7 live receptionist services and integrates seamlessly with business tools.

  5. Nexa: A top choice for industries like healthcare and legal services, offering both call handling and appointment scheduling.

Each company has strengths, so be sure to request demos or consultations to see which best fits your business.

Virtual receptionist service features

Virtual receptionist services offer many features that help streamline your operations. Here are some of the most valuable ones:

1. Call answering and routing

Virtual receptionists ensure that every customer call is answered promptly and routed to the correct person, department, or voicemail based on your preferences. This eliminates the risk of missed opportunities and provides a seamless experience for your customers.

For example, in a dental clinic, incoming calls about emergency appointments can be prioritized and routed to the on-call dentist, while inquiries about routine cleanings can be scheduled appropriately. This ensures urgent cases are handled promptly without overwhelming your staff.

2. Custom greetings and scripts

Virtual receptionists use custom greetings and scripts tailored to your business, ensuring consistent, professional communication that aligns with your brand voice. These scripts can address common questions, explain your services, or handle customer concerns effectively.

For example, the script for a real estate agency can include details about available listings, appointment scheduling for property tours, or answers to frequently asked questions like pricing and location details. This professional approach builds trust and maintains a strong first impression for potential clients.

3. Message-taking and delivery

When you’re unavailable, virtual receptionists capture detailed messages, including the caller’s name, contact information, and reason for calling. These messages are then delivered via email, text, or through a secure platform so you can prioritize follow-ups.

Receptionists, for instance, can collect information from potential clients, such as case details or consultation requests, and ensure sensitive information is delivered securely to the appropriate lawyer for review. This helps firms stay organized and respond promptly to new opportunities.

4. Appointment scheduling

Virtual receptionists integrate with your calendars and scheduling tools to manage bookings efficiently, ensuring no double bookings or missed appointments.

For a wellness clinic, receptionists can schedule appointments for massage therapy, acupuncture, or consultations, send automated reminders to reduce no-shows and handle rescheduling requests. This allows the clinic’s staff to focus on delivering treatments while keeping their schedules running smoothly.

5. Bilingual services

Bilingual virtual receptionists provide customer support in multiple languages, allowing you to engage with a broader audience and better serve multilingual communities.

Bilingual receptionists can assist with inquiries, clarify project timelines, and schedule site visits for a construction company serving both English and Spanish-speaking clients. This inclusivity enhances the customer experience and positions your business as accessible and culturally aware.

6. 24/7 availability

With 24/7 availability, virtual receptionists ensure your business never misses a call, even outside traditional working hours.

In small plumbing businesses, where customers often need emergency services at odd hours, a virtual receptionist can answer incoming calls, determine the issue’s urgency, and dispatch a technician if necessary. This ensures customers feel supported and helps businesses capture after-hours leads that might otherwise go to competitors.

7. Live chat and email support

a virtual receptionist client

Virtual receptionists can engage with your customers across multiple channels, including live chat on your website and email support.

For a startup e-commerce store, virtual receptionists can handle live chat inquiries about product availability, shipping times, or return policies while managing email responses to customer complaints or order updates.

By offering multi-channel support, businesses can provide a convenient and responsive customer experience that builds customer loyalty and trust.

Virtual receptionist service pricing

Pricing varies depending on the provider, features, and hours of coverage. Here’s a general breakdown of what you can expect:

  • Per-minute plans: Some providers charge based on the total call minutes used each month. Rates typically range from $1–$3 per minute.

  • Monthly packages: Fixed plans with a set number of minutes or incoming calls. These can range from $150–$1,000 per month, depending on service levels.

  • Pay-as-you-go: Flexible, usage-based pricing with no long-term commitment.

While virtual receptionist services cost money upfront, they often save you more in the long run by reducing operational burdens and missed customer opportunities.

Frequently asked questions

1. How do virtual receptionists handle calls outside business hours?

Many services offer 24/7 support, meaning calls are always answered, even late at night or on weekends.

2. Will my customers know the receptionist is virtual?

No. Virtual receptionists answer calls using your business name and follow custom scripts to sound like an in-house team member.

3. Can virtual receptionists schedule appointments?

Yes. Most services integrate with calendars like Google Calendar, ensuring seamless appointment booking and reminders.

4. How secure is my business information?

Reputable virtual receptionist companies use secure systems and follow data protection protocols to keep your information safe.

Conclusion

Hiring a virtual receptionist company can be a game-changer for small businesses struggling with administrative and operational burdens.

Not only can it save you time and money, but it also improves customer experience and allows you to focus on what truly matters — growing your business.

In 2025, virtual receptionist services will be smarter, more efficient, and more accessible than ever. Choosing the right provider will give your business the support it needs to operate smoothly and stand out in a competitive market.

Ready to take the first step? Start by identifying your needs and exploring trusted virtual receptionist companies that align with your business goals.

About Nathan Barz, CEO, DocVA

Nathan Barz is dedicated to integrating virtual assistants into healthcare practices across the United States, Canada, and beyond. With firsthand experience in healthcare, he has successfully implemented virtual medical assistant services in numerous practices, improving profitability and service quality and reducing staff burnout. Nathan firmly believes virtual assistants are the solution to addressing staffing shortages and economic challenges in the healthcare industry.

View all posts by Nathan Barz, CEO, DocVA