How Much Does a 24/7 Answering Service Cost for Small Businesses?
One of the first questions I get when consulting with small business owners is: “How much does a 24/7 answering service actually cost?” And it’s a smart question. Because when you’re running a lean operation, every dollar counts—and every missed call could be a missed opportunity.
I’ve spent the last 13 years helping businesses improve their customer experience through smarter call handling. As the owner of a business communications firm in New York, I work with everyone from solo practitioners to multi-location operations. And I can tell you that the cost of a 24/7 answering service depends on three things: how often your phones ring, how you’re billed, and how customized you want your service to be.
If you’re considering around-the-clock phone support for your business, here’s what you need to know about the real costs—and what you’ll get in return.
The Three Most Common Pricing Models
Answering services typically offer one of three pricing structures. Each has its pros and cons, depending on your call volume and business type.
1. Per-Minute Billing
This is the most common and flexible model. You pay only for the minutes the agents spend handling your calls.
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Average cost: $0.75–$1.50 per minute
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Typical for: businesses with fluctuating or low call volume
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Example: A 100-minute plan might cost $100–$150 per month
This model works well if your calls are short or you’re using the service primarily after-hours or on weekends. But if your customers tend to have longer conversations—or if you get a lot of spam calls—you’ll want to keep a close eye on usage.
2. Per-Call Billing
With this model, you’re charged for each inbound call that comes through, regardless of how long it lasts.
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Average cost: $0.90–$1.20 per call
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Ideal for: high-volume businesses with very short calls (like appointment confirmations or order tracking)
The downside? Even wrong numbers or robocalls can count against your call limit unless filtered.
3. Flat-Rate Monthly Plans
Some services offer flat-rate pricing for a set number of minutes or unlimited use.
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Average cost: $150–$500+ per month
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Best for: businesses that want predictable billing and consistent call volume
Keep in mind that “unlimited” plans often come with fair usage clauses—so be sure to read the fine print.
What Influences the Price of a 24/7 Answering Service?
Beyond your billing structure, several factors can influence your monthly bill.
Call Volume and Duration
The more calls you receive—and the longer those calls are—the more you’ll pay. Some providers offer rollover minutes or discounted overage rates, which can help if your call patterns vary month to month.
Custom Scripting and Branding
Do you want the receptionist to sound like they’re sitting inside your office? That requires more setup and training—and often a slightly higher monthly fee. Custom call scripts, brand-specific greetings, and complex call flows usually come with a one-time setup charge ($50–$150) and potentially a small monthly premium.
Appointment Scheduling and CRM Integration
Many answering services offer add-ons like appointment scheduling or integration with platforms like Salesforce, Calendly, or Practice Fusion. These features typically add $25–$100 per month depending on complexity.
Bilingual Support
If you serve a multilingual client base, offering bilingual (usually English-Spanish) support is essential—and usually adds about 10–20% to your base rate.
Industry Specialization
Some services specialize in industries like healthcare, legal, or property management. These tend to be more expensive due to compliance (think HIPAA), client sensitivity, or the need for advanced scripting.
What’s Included in a Standard Plan?
A basic 24/7 answering service should include:
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Live operators available around the clock
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A local or toll-free number
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Call answering and message taking
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Message delivery via email, text, or portal
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After-hours, weekend, and holiday coverage
Many services also offer call patching (transferring calls to your team), lead capture, order taking, or emergency dispatch—though these may cost extra.
Are Answering Services Worth It?
I get this question a lot. The answer is: absolutely—if you choose the right partner and plan for your needs.
Let’s say you spend $200/month on a 24/7 answering service. If that results in just two new clients, orders, or appointments that you would’ve otherwise missed, the service pays for itself.
More than that, it improves your brand image. When customers know they can reach a real person at any hour—without being sent to voicemail—it builds trust and loyalty. And in today’s market, that’s priceless.
Final Thoughts
Choosing a 24/7 answering service isn’t just a cost decision—it’s a strategic one. It’s about accessibility, responsiveness, and showing your clients that their time matters as much as yours.
As you compare services, take time to understand their pricing structure, read the fine print, and ask what’s included. Look for transparency, responsiveness, and flexibility—and don’t be afraid to ask for a trial period or usage reports.
Written by Erin Taylors, a Harvard University graduate with a Bachelor of Science in Technical Communications. I’m the owner of a business communications company in New York and have spent 13 years helping businesses improve their customer service through strategic call handling. I’m also a writer and editor for Find Answering Service, where I share insights on accessibility, professionalism, and customer experience.
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