When your customers ring at 7pm on a Tuesday or 9am on a Saturday, does someone answer? For many UK businesses, the answer is no – and it’s costing them opportunities. Whilst 24/7 phone answering services solve this problem, understanding the true cost can be surprisingly complex.
Pricing structures significantly impact annual phone answering service cost. The difference between providers isn’t just in their hourly rates – it’s in how they structure after-hours coverage, whether they offer per-call or per-minute pricing, and how they bill for call time.
For businesses receiving as few as 30 calls per month outside standard business hours, these pricing variations can mean the difference between £600 and £1,500 annually.
Table of contents
TL;DR
Key takeaways on phone answering service cost
- UK phone answering services typically charge £15-£55+ monthly, plus per-call (£0.99-£2.50) or per-minute (£0.80-£1.85) fees
- Most providers offer either per-call or per-minute pricing but not both – flexibility to choose based on your call handling requirements, as ReceptionHQ offers, is uncommon
- Most providers (not ReceptionHQ) add £25-£75+ monthly for access to after-hours coverage
- Some providers (like ReceptionHQ) charge per second, but many round up to the nearest minute – meaning a 30-second call costs the same as 60 seconds, adding hundreds of pounds annually
- Providers with no per-call surcharges after hours (like ReceptionHQ) can save £400-£2,200 annually for businesses with regular after-hours calls
How UK phone answering services price 24/7 coverage
The standard pricing model: base subscription plus usage
Most UK virtual receptionist services use a pricing structure with three components:
- Monthly subscription – Covers service access and includes a set number of calls or minutes (£15-£300+ depending on volume)
- Charges for extra calls or minutes – Fees per call (£0.99-£2.50) or per minute (£0.80-£1.85) beyond your included allowance
- Extra fees – Additional charges for specific features or extended coverage
This model works well during standard business hours (typically Monday-Friday, 8am-6pm or 9am-5pm). However, after-hours phone answering service cost often requires additional investment.
Pay-per-call vs pay-per-minute: choosing your billing method
One of the first decisions affecting your answering service cost is whether to use a provider that charges per call or per minute. Most UK phone answering services offer one or the other, rarely both.
ReceptionHQ advantage: Unlike most UK providers who lock you into either per-call or per-minute pricing, ReceptionHQ offers both options. Choose the billing method that best suits your call patterns – or switch between them as your business needs change.
Per-call pricing
With per-call billing, you pay a flat rate for each call answered, regardless of duration. Typical rates range from £0.99 to £2.50 per call.
Per-minute pricing
Per-minute billing charges based on call duration, typically £0.80-£1.85 per minute.
Best for: Calls that include more complex interactions, such as capturing detailed information, submitting leads via a CRM, taking orders, processing payments, scheduling appointments or providing level 1 helpdesk support.
Watch out for: Providers who round up to the nearest minute (unlike ReceptionHQ) charge the same for a 30-second call as a 60-second call – this premium adds up across dozens of calls monthly.
Which is better for reducing your answering service cost?
The right choice depends on your call patterns and how you optimise your reception service. Per-call pricing is the reward for efficiency – with shorter and more streamlined your calls, flat-rate charging is available to you. Per-minute pricing may suit businesses where detailed information capture is essential and call length is less predictable.
ReceptionHQ offers both options, giving you flexibility to choose the billing method that best suits your business – uncommon in the UK market where most providers lock you into one or the other.
How rounding up on per-minute billing increases answering service cost
If you opt for per-minute pricing, how providers calculate call duration becomes critical to your total telephone answering service cost. Most UK phone answering services round up to the nearest minute, whilst a small number charge per second.
This difference adds up quickly. Consider a business receiving 60 calls monthly with an average duration of 2 minutes 20 seconds at £1.10 per minute:
Per-minute rounding (most providers)
- Each call rounded up to 3 minutes
- Phone answering service cost: £198/month or £2,376/year
Per-second billing (ReceptionHQ)
- Each call charged for exactly 2.33 minutes
- Phone answering service cost: £154/month or £1,848/year
- Annual saving: £528
For shorter calls, the impact is even more dramatic. When providers round to the nearest minute:
- A15-second call also costs the same as a full 60-second call
- A 65-second call costs the same as a 2-minute call
- A call lasting just 1 second longer than 2 minutes costs the same as a 3-minute call
Likewise, the greater your call volume, the greater the impact. You could easily save four figures every year by choosing a provider that bills per-second, like ReceptionHQ does!
Understanding after-hours answering service cost models
UK providers typically use one of three approaches:
1. Additional flat monthly fee for extended hours
Many services charge a flat monthly fee for after-hours coverage:
- Evening and weekend coverage: Additional £25-£40 per month
- Full 24/7/365 coverage: Additional £35-£75+ per month
2. Higher per-call or per-minute rates after hours
- Business hours: £1.50 per call
Some providers use different rates based on time of day. For example:
- After hours: £1.80 per call
- Weekends: £2.00 per call
This is sometimes referred to as a surcharge, often shown as £0.10-£0.50 per call during the extended hours.
3. Flat-rate 24/7 phone answering service cost
It’s rare to find a provider, like ReceptionHQ, who offers single-rate pricing where an evening call at 8pm costs exactly the same as a morning call at 10am.
How ReceptionHQ reduces phone answering service cost
Since launching UK operations in 2011, we’ve focused on transparency and simplicity in our pricing. Our experience managing 24/7 coverage for thousands of businesses has shown that complex after-hours add-ons, per-minute rounding, and inflexible billing methods inflate telephone answering service cost and complicate budgeting.
| Feature | ReceptionHQ | Typical UK provider |
|---|---|---|
| After-hours coverage | Included at no extra charge | Often £25–£75+ additional monthly fee |
| Billing flexibility | Both per-call and per-minute options | Usually either per-call or per-minute (rarely both) |
| Per-minute billing method | Per-second (exact time) | Usually rounded up to nearest minute |
| Weekend/bank holiday rates | Same as weekday rates | Per-call surcharge common |
| Contract type | No lock-in (month-to-month) | Often 1–3 month minimum (varies widely) |
| Setup fees | £0-£20 (depends on plan) | £0–£100 (varies by provider) |
| Plan changes | Unlimited, any time | Often restricted or may require notice |
Why our pricing model reduces your answering service cost
- Flexible billing options – Choose between per-call or per-minute pricing based on your handling requirements
- Per-second billing – You pay only for the exact time we’re attending to each call, reducing your phone answering service cost by 15-30% compared to providers who round up to the nearest minute
- No after-hours surcharges – Calls at 10pm cost the same as calls at 10am
- UK-based receptionists during standard hours – Professional reception service with backup support from equally skilled receptionists in Australia or the US during peak periods and after-hours
- Fast response – Average 10-second answer time prevents caller hang-ups
- No lock-in contracts – Month-to-month flexibility
- Transparent fees – All costs clearly outlined in our terms
Example telephone answering service cost comparison
A business receiving 100 calls monthly (60 during business hours, 40 after-hours) with 90-second average call duration would pay:
- ReceptionHQ (MyReceptionist 100 plan): £110/month = £1,320 annually
- Typical provider (business hours plan + £40/month after-hours add-on + per-minute rounding): £165/month = £1,980 annually
- Annual saving: £660
Customer experience.
“I’ve been using ReceptionHQ for a number of years and, in that time, they’ve helped us immensely. It’s extremely reassuring knowing we’ll never miss an important call … at a very affordable price.”
— We Clean Any Home, Essex
Customer experience.
“I’ve been using ReceptionHQ for a number of years and, in that time, they’ve helped us immensely. It’s extremely reassuring knowing we’ll never miss an important call … at a very affordable price.”
— We Clean Any Home, Essex
Cost-effective out-of-hours call management
For many UK businesses, out-of-hours call management represents a significant challenge. Traditional providers often impose substantial surcharges for evening and weekend coverage, yet customers increasingly expect to reach businesses outside standard hours. ReceptionHQ’s 24/7 phone answering service pricing enables professional out-of-hours call management without the extra fees that typically inflate outsourced telephone answering costs.
What influences your actual phone answering service cost
Understanding pricing structures is only half the equation. Your actual answering service cost depends on your specific call patterns.
Call volume and distribution
The number of calls matters less than when they occur. Consider these scenarios:
Scenario A: Mostly daytime calls
- 100 calls/month (90 during business hours, 10 after-hours)
- ReceptionHQ: £110/month (based on MyReceptionist)
- Provider B: £150/month
- Annual difference: £480
Scenario B: A lot of evening calls
- 100 calls/month (50 business hours, 50 after-hours)
- ReceptionHQ: £110/month (based on MyReceptionist)
- Provider B: £165/month
- Annual difference: £660
Scenario C: Higher-volume 24/7 operation
- 200 calls/month (100 business hours, 100 after-hours)
- ReceptionHQ: £220/month (based on MyReceptionist)
- Provider B: £405/month
- Annual difference: £2,220
These examples demonstrate why matching pricing structure to your call pattern is crucial.
Additional costs to watch for
Beyond advertised rates, many providers have additional charges like the following.
Initial setup fees: Most providers charge £20–£100 (ReceptionHQ charges zero on MessageExpress and MyReceptionist plans, £20 on others).
Service enhancements: Charges of £20-£100 for custom scripting and £20-£50 for booking software integration are common (ReceptionHQ charges £20, at the low end).
Reactivation fees: Some providers charge £20–£50 to reactivate service after pausing (ReceptionHQ charges nothing).
Unlike many providers, we’re fully transparent with our pricing.
How to calculate your true 24-hour answering service cost
Step 1: Map your call pattern
Track incoming calls for at least one month, categorising them:
- Business hours (Monday-Friday, 8am-6pm or 9am-5pm)
- Weekday evenings (Monday-Friday, 6pm–8am or 5pm–9am)
- Weekends (Saturday and Sunday, all hours)
- Bank holidays (eight UK bank holidays annually)
Note both call volume and average duration for each category.
Step 2: Calculate under different pricing models
When calculating your estimated answering service cost, factoring in:
- Total monthly calls × per-call rate (or minutes × per-minute rate)
- Monthly subscription
- Any extra fees
- After-hours charges or add-ons
Step 3: Factor in seasonal variations
Many businesses experience call volume fluctuations:
- Retail – Peaks before Christmas, January sales
- Trades – Busier spring/summer, quieter winter
- Accountancy – Tax return season surges
- Hospitality – Weekend and holiday spikes
Budget for your peak months when calculating annual telephone answering service cost.
Step 4: Account for growth
Plan for increasing call volumes. A service that’s cost-effective at 50 calls monthly might become expensive at 150 calls. Check how easily you can scale up or down without setup fees or contract penalties.
ReceptionHQ allows you to change plans at any time with no minimum period and no limit on how many times you can adjust – giving you complete flexibility as your business needs change.
Who benefits most from 24/7 pricing with no after-hours surcharge
Providers with no after-hours surcharges (like ReceptionHQ) typically offer the best value for:
Emergency call-out businesses: Plumbers, electricians, locksmiths and heating engineers with genuine 24/7 demand appreciate simplified billing and predictable costs.
Healthcare providers: GP surgeries, dental practices, veterinary clinics and mental health services receive patient calls at all hours.
Property management: Estate agents, letting agencies and property maintenance firms field evening and weekend enquiries as standard.
Hospitality and events: Hotels, restaurants, caterers and event venues naturally receive numerous weekend and evening bookings.
E-commerce businesses: Online retailers serving UK and international time zones benefit from consistent rates regardless of when customers call.
Unpredictable call patterns: Seasonal businesses, startups or businesses running varied marketing campaigns appreciate budget certainty.
Questions to ask before choosing your provider
About pricing transparency and phone answering service cost
- What exactly is included in the base monthly fee?
- Do you offer per-call pricing, per-minute pricing, or both?
- How do you charge for after-hours coverage?
- Do you bill per second or round up to the nearest minute?
- What’s my estimated total monthly phone answering service cost based on my call patterns?
About flexibility
- Can we easily upgrade or downgrade plans as call volumes change?
- Is there a contract term or lock-in period?
- Can we temporarily adjust coverage for seasonal peaks?
About service quality
- Where are your receptionists based?
- What’s your average speed of answer?
- How do you handle concurrent calls during busy periods?
Making your decision on phone answering service cost
The right provider will offer transparent answering service cost that:
- Clearly explains all costs upfront
- Aligns with your actual call pattern
- Provides billing flexibility
- Bills fairly for call time on per-minute plans – per second rather than rounding up
- Delivers quality reception service with fast answer times
- Allows flexibility to adjust as your business grows
Your next steps:
- Analyse your current call pattern – Use your phone system data to understand when calls arrive and how long they last
- Calculate realistic costs – Apply your real call distribution
- Try the service – Use the free trial to experience reception quality first-hand
- Check the fine print – Review contract terms and cancellation policies
The goal isn’t simply finding the cheapest service – it’s finding cost-effective coverage that captures every opportunity without budget surprises.
Frequently Asked Questions.
Is per-call or per-minute pricing better for reducing phone answering service cost?
Per-call pricing suits businesses with predictable, shorter interactions (under 2 minutes) such as message taking, answering common queries and call transfers when needed. Per-minute pricing works better if call lengths vary significantly. However, check whether the provider bills per second or rounds up to the nearest minute – rounding can increase telephone answering service cost by 15–30% for typical call patterns. Most UK providers offer one or the other, rarely both. ReceptionHQ offers flexibility to choose the billing method that best suits your call handling requirements, with per-second billing when using per-minute pricing.
Do all UK providers charge extra for 24-hour phone answering service cost?
No. Some providers charge additional monthly fees (£25-£75+) for after-hours coverage, some add per-call surcharges (£0.20-£0.50 per call), whilst others offer flat-rate 24/7 pricing with no time-based variations. For businesses with regular after-hours call volumes, flat-rate pricing typically costs less and simplifies budgeting. ReceptionHQ includes 24/7 coverage at a single rate with no after-hours surcharges, keeping your phone answering service cost predictable.
How can I calculate my true 24/7 phone answering service cost?
Track your incoming calls for at least one month, noting volume, duration and timing for business hours, evenings, weekends and bank holidays. When choosing a provider, consider base fees, usage charges, after-hours arrangements, billing method (per-second or per-minute), and additional costs. Apply your actual call pattern to each provider's structure and multiply by 12 for annual answering service cost. Factor in one-time setup fees and seasonal variations. ReceptionHQ's online pricing page, plan-specific pricing tables and T&Cs shows transparent costs, making calculations straightforward.
Why does per-second vs per-minute billing affect phone answering service cost?
Most providers round each call up to the nearest minute. For a 2-minute 20-second call, you pay for 3 minutes – a 29% premium. For a 45-second call, you pay for a full minute – a 33% premium. Across 100 calls monthly with 2-minute average duration at £1.50/min, per-minute rounding costs an extra £600-£900 annually compared to per-second billing. The shorter your average call, the more you overpay with rounding. ReceptionHQ uses per-second billing on all minute-based plans, ensuring you never overpay for the actual time spent by the receptionist handling your call.
Where are ReceptionHQ's receptionists based?
ReceptionHQ uses UK-based receptionists during standard business hours (Monday-Friday, 8am-6pm). During peak periods and after-hours, calls may be handled by our equally skilled receptionists in Australia or the US – both English-speaking countries with similar business culture and professional standards. This ensures consistently high-quality service 24/7.
Can I reduce phone answering service cost by only having 24/7 coverage during busy periods?
Yes, if your provider offers no lock-in contracts and easy plan adjustments. You could activate after-hours coverage during peak seasons (such as December for retail or summer for trades) and reduce to business-hours-only during quieter months. This flexibility can reduce annual answering service cost by 20-40% compared to year-round 24/7 coverage. ReceptionHQ's month-to-month contracts and no-cancellation-fee policy make seasonal adjustments straightforward. With ReceptionHQ, you're also not paying additional per call to have after-hours call answering year-round.
How quickly should a phone answering service answer calls?
Professional services should average 10-15 seconds. Speed of answer directly impacts how many opportunities you capture – callers who wait too long will hang up. ReceptionHQ averages 10 seconds or less across all hours, including evenings, weekends and bank holidays.
Want to get started?
Ready to explore predictable phone answering service cost? ReceptionHQ’s transparent pricing includes evening, weekend and bank holiday coverage at no extra charge, with per-second billing and flexible per-call or per-minute options. Try our service free for 7 days or talk to our team about your call handling requirements so we can help you work out what answering service solution will meet your needs and budget.
