TelaKomieIf you run a service business, someone or something has to answer the phone when you cannot. For most owners there are three realistic options: hire a receptionist, pay a call answering service to take messages, or use a digital receptionist (often called an AI receptionist or virtual receptionist) that answers and books for you.
Each one suits a different kind of business. This guide sets out what each option actually does, what it costs, and the questions worth asking before you choose. Where we quote a number, we link to where it comes from.
Option 1: a human receptionist
A good receptionist knows your business, your regulars and your tone. They can handle the unusual call, calm an upset customer and do the other front-desk work that comes with the job: greeting people at the door, chasing payments, tidying the diary.
The trade-off is cost and coverage. In Australia, a receptionist who answers and directs calls is classified at Level 1 or Level 2 of the Clerks (Private Sector) Award, according to the award classifications. From 1 July 2026 the award minimum for a full-time Level 1 employee in their first year is $1,024.70 a week, according to the Fair Work pay guide. That works out to about $4,440 a month in wages. Add the 12% super guarantee, set by the ATO, and the award minimum comes to about $4,973 a month before leave, payroll tax or any other on-costs.
Many receptionists earn more than the award minimum. Jobs and Skills Australia reports median full-time earnings for receptionists of $1,229 a week, which is about $5,964 a month once super is included.
A full-time receptionist also covers one set of hours. Calls that come in before they start, after they finish, over lunch, on weekends or while they are on another line still need somewhere to go.
Option 2: a call answering service
A call answering service is a team of operators who answer calls on behalf of many businesses. Typically they greet the caller with your business name, take a message and pass it on to you by text or email. Some services offer more, such as basic booking or transferring urgent calls.
The appeal is that a real person picks up, and you are not paying a full salary. The limits usually show up in what happens next. An operator handling calls for many businesses will not know your services, prices or availability in depth, so many calls end with a message rather than a booking. You still have to call the customer back, and by then they may have rung someone else.
Pricing models vary a lot between providers. Before signing up, ask how you are charged (per call, per minute or a flat fee), what happens in a busy month, what hours are covered, and whether operators can book directly into your diary or only take messages.
Option 3: a digital receptionist
A digital receptionist answers your calls with a natural voice, works from the information you give it about your business, and can complete the task the caller rang about. TelaKomie's digital receptionist, Lily, answers every call and text, books jobs and appointments straight into your diary, and sends the customer a confirmation by SMS.
Because it is software, it can answer around the clock, including nights, weekends and public holidays, and it can handle more than one call at once. Lily tells every caller at the start that they are speaking with a digital assistant, so nobody is misled.
TelaKomie plans start at $99 plus GST a month, with no per-call charges and no lock-in contract. You can see all three plans on the pricing page.
A digital receptionist is not a replacement for everything a person at your front desk does. It answers, books, confirms and records. When a call needs you, Lily takes a message or puts the caller through, and she does not guess at answers she was not given.
How the three compare
Here is a plain comparison of what each option typically offers. Your own quotes and contracts are what count, so use this as a checklist rather than a verdict.
- Hours covered: a receptionist works their rostered hours; an answering service covers the hours you pay for; a digital receptionist can answer 24/7.
- Bookings: a receptionist books directly; many answering services take messages only; a digital receptionist like Lily books into real slots.
- Knowledge of your business: a receptionist learns it over time; answering service operators know a script; a digital receptionist knows what you set up, from day one.
- Several calls at once: a receptionist handles one at a time; an answering service depends on staffing; a digital receptionist can take several.
- Cost: a full-time receptionist starts at about $4,973 a month at the award minimum including super (sources above); answering services vary; TelaKomie starts at $99 plus GST a month.
Which one is right for you?
If your front desk is a real job with in-person work, a human receptionist may be worth it, and a digital receptionist can still cover the overflow, lunch breaks and after hours. If you mostly need someone to take a message, an answering service may be enough. If you want every call answered and turned into a booking without adding payroll, a digital receptionist is built for exactly that.
The simplest test is to hear it. You can talk to Lily in your browser or call the demo line, and see how she would handle your own calls.