A virtual receptionist answers calls on your behalf
It protects revenue and brand reputation
It’s more personal than voicemail or call centres
Ideal for busy, growing UK SMEs
Works best when tailored to your business
Every missed call is a missed opportunity. For busy UK businesses, answering every call professionally, without adding headcount, is harder than ever. That’s where a virtual receptionist comes in.
What’s really happening and why it’s a problem
Customers still expect phone calls to be answered quickly, politely and by a real person. But in many UK businesses teams are stretched, phones interrupt focused work and calls rolls to voicemail – and stay there.
Research consistently shows callers who hit voicemail often don’t leave a message. That means lost leads, frustrated customers and a poor first impression.
A virtual receptionist exists to solve exactly this problem.
What is a virtual receptionist?
A virtual receptionist is a professional, remote receptionist who answers your business calls on your behalf. They don’t replace your team, they support it.
Typically, a virtual receptionist will:
Answer calls in your company name
Handle FAQs or screen callers
Transfer urgent calls to the right person
Take accurate messages and share them instantly
From the callers perspective, it feels like they’ve reached your in-house reception team.
How does a virtual receptionist work?
Here’s how a virtual receptionist service usually operates:
Calls to your business numbers are diverted
A trained receptionist answers using your greeting
Calls are handled based on your instructions
Messages or transfers happen in real time
At Moneypenny, receptionists work as an extension of your team, supported by technology, but always human.
How a virtual receptionist works at Moneypenny
1) Calls divert
Your calls route to your receptionist when you’re busy.
2) We answer
Answered in your company name, using your greeting.
3) We handle
We follow your instructions: screen, transfer or take a message.
4) You get it instantly
Messages shared straight away so nothing gets missed.
Virtual receptionist vs call centre: what’s the difference?
This is a common source of confusion. Call centres are built for volume. Scripts, queues and speed are the priority.
A virtual receptionist, by contrast, knows your business, uses your tone of voice and treats callers like people – not tickets.
For businesses in the UK, that personal touch is often the difference between winning and loosing opportunities.
Hidden costs of not answering your calls
Missed calls don’t just cost enquiries, they create hidden risks:
Lost revenue from unreturned leads
Damaged reputation from poor first impressions
Interrupted productivity when staff juggle calls
Burnout from being “always-on”
Hiring an in-house receptionist can help, but it’s expensive, inflexible and hard to scale.
A virtual receptionist gives coverage without the overheads.
What good looks like
A high-quality virtual receptionist service should offer:
Real, UK-based receptionists
Flexible call handling rules
Seamless integration with your systems
Transparent pricing
Clear reporting and message delivery
Most importantly, it should sound like you.
Is a virtual receptionist right for you?
A virtual receptionist is a good fit if:
You miss calls during busy periods
Your team needs fewer interruptions
You want to sound bigger and more established
You’re growing but not ready to hire
It isn’t about outsourcing your calls, it’s about answering them properly.
If you want fewer missed business opportunities, happier customers and more time back, a virtual receptionist could be one of the smarted upgrades you make.
Short examples
💼 Professional services
Calls answered while you’re in meetings, urgent clients put through, everything else logged clearly.
🛠️ Trades
Quotes and booking requests captured while you’re on site, so leads don’t fall through the cracks.
A virtual receptionist is a trained professional who answers your business calls remotely. They represent your company, handle enquiries, transfer calls and take messages – all without being physically based in your office.
How does a virtual receptionist work?
Calls to your business number are routed to the virtual receptionist, who answers using your company name and follows your call-handling instructions. Messages and call details are shared instantly via email or app.
Is a virtual receptionist the same as a call centre?
No. Virtual receptionists focus on personalised, brand-led call handling. Call centres prioritise speed and volume. For SMEs, virtual receptionists offer a more professional, human experience.
How much does a virtual receptionist cost in the UK?
Costs vary depending on call volume and services required. Most UK providers offer flexible, monthly pricing rather than fixed salaries.
Will callers know it’s a virtual receptionist?
In most cases, no. Calls are answered naturally using your business name, and the experience feels the same as speaking to an in-house receptionist.
