Answering services have existed since the early telephone era, when operators manually connected and routed calls. Today, the term covers a range of services from traditional human call centres to modern AI-powered systems.
Types of Answering Services
Traditional call centre answering services employ human operators who answer calls in your business name, take messages, and forward urgent calls. They charge per minute or per call, with rates typically ranging from $0.75–$1.50 per minute. After-hours rates are often 50–100% higher.
Virtual receptionist services go beyond basic message-taking to include appointment booking, FAQ handling, and intake services. These can be human-staffed or AI-powered.
AI answering services handle calls automatically using voice AI. They answer immediately, book appointments, answer common questions, and send call summaries. Pricing is typically a flat monthly rate with no per-call or per-minute charges.
What to Look For
When evaluating answering services, consider:
- Can it book appointments, or only take messages?
- What are the after-hours rates?
- How are urgent calls escalated?
- What industries does the service have experience with?
- How is call data handled and stored?