Running a small business in Australia means making smart choices about where to spend money and how to improve customer service. One of the biggest decisions today is how to manage incoming calls and enquiries. Do you rely on a traditional call centre for small business, or do you explore an AI receptionist for small business?
Both options have their strengths, and both can help businesses manage communication. But the question many small business owners ask is: which one is better – an AI receptionist or a call centre? In this guide, we will break down what each option does, their benefits and drawbacks, and how to decide which is the right fit for your business.
What is an AI Receptionist?
An AI receptionist is a digital system powered by artificial intelligence that can handle calls, respond to customer queries, schedule appointments, and even route calls to the right person. Unlike a physical staff member, the AI receptionist works around the clock without breaks or downtime.
According to a 2023 report from the Australian Information Industry Association, AI tools are increasingly being used by small and medium businesses to improve customer engagement while keeping costs under control.
In practice, an AI receptionist for small business answers phone calls, provides consistent responses to common enquiries, and reduces the chances of missed calls. Many systems also integrate with calendars, booking platforms, or customer management software to ensure enquiries are not just answered but actioned.
What is a Call Centre?
A call centre is a team of human agents who handle incoming and outgoing calls. In Australia, many small businesses either manage their own call centre for small business or outsource to a provider.
Call centres have been around for decades, offering personal service and human interaction that many customers value. Agents can listen with empathy, understand tone, and adjust their responses depending on the situation.
However, the cost of running or outsourcing a call centre is not small. Training, staffing, and maintaining high service standards require significant investment. For many small businesses, this becomes a major challenge when budgets are tight.
Comparing Costs: AI Receptionist vs Call Centre
For most small businesses, cost is the first factor when comparing these two solutions.
- AI Receptionist: After the initial setup or subscription cost, ongoing expenses are usually predictable and lower than hiring multiple staff members. An AI system does not need overtime pay, sick leave, or training. It’s also have some features like virtual phone answering for small business.
- Call Centre: Staffing costs are the main expense. Depending on the size of the centre and the level of service, costs can rise quickly. Outsourced call centres for small business charge per call or per agent, which may be higher for businesses with fluctuating call volumes.
The Australian Small Business and Family Enterprise Ombudsman highlights that cost pressures are one of the top challenges for small business owners, making automation an attractive solution.
Customer Experience
Customer service is more than just answering a call. It is about leaving a positive impression that makes customers want to come back.
- AI Receptionist: Offers instant response and consistency. Customers do not have to wait in long queues, and enquiries are acknowledged immediately. However, some people still prefer speaking to a human, especially for complex or emotional issues.
- Call Centre: Provides a personal touch. Human agents can build rapport, show empathy, and manage complaints in a way AI cannot fully replicate. On the other hand, wait times, dropped calls, and inconsistent training can harm the customer experience.
A survey by the Australian Communications and Media Authority (ACMA) in 2022 found that while customers value quick responses, they are also frustrated by long call queues. This suggests a balance is needed between speed and personal service.
Reliability and Availability
Another major factor is how reliable each option is in day-to-day operations.
- AI Receptionist: Available 24/7, does not take sick days, and can handle multiple calls at once. For businesses that want to avoid missing enquiries after hours, AI receptionists offer a clear advantage. And, have a AI call handling software so it can he track more easily.
- Call Centre: Dependent on staffing levels and hours of operation. While agents can work extended shifts, call centres for small business are rarely cost-effective to run around the clock.
This difference becomes critical when small businesses rely on every lead to grow their revenue. Missed calls often mean missed opportunities.
Scalability
Businesses that expect to grow need a system that can scale with them.
- AI Receptionist: Scaling is simple. Most AI platforms can handle increased call volumes without significant additional cost.
- Call Centre: Scaling means hiring more agents or increasing outsourcing fees. This can be expensive and slow.
For a business that plans to expand, the flexibility of an AI receptionist can be a strong advantage.
Which One Fits Better?
There is no single right answer for all businesses. The decision depends on what matters most to you.
If cost control and efficiency are top priorities, an AI receptionist for small business is often the better fit. It ensures calls are answered, reduces missed opportunities, integrates with existing systems, and it also can serve as outsourced call centre alternatives.
If personal service and complex interactions are critical to your business model, a call centre for small business may still be the stronger option. For example, industries such as aged care or counselling rely on human empathy and cannot always be replaced with AI.
Many small businesses find a middle ground by using an AI receptionist for first-level enquiries and after-hours coverage, while keeping human agents for more complex conversations.
The Future of Business Communication
Technology in Australia is moving quickly, and customer expectations are changing with it. A report by Deloitte in 2023 noted that more than 60 percent of small businesses were exploring digital tools to manage communication and improve customer experience.
As AI systems become more advanced, they will continue to take on tasks that previously required human staff. But this does not mean call centres will disappear. Instead, the future is likely to see a hybrid model where AI receptionists handle routine tasks and humans step in for complex situations.
Conclusion
Choosing between an AI receptionist vs call centre is not just about technology, but about finding the right balance for your business.
AI receptionists are cost-effective, reliable, and scalable, making them attractive for many small businesses. Call centres, on the other hand, offer human connection and empathy that AI cannot yet fully replace.
The key is to weigh your priorities. For many small businesses, a blended approach may deliver the best of both worlds. By combining AI efficiency with human care, you can ensure every call is answered, every lead is captured, and every customer feels valued.
FAQ
Q: Can an AI receptionist replace a call centre?
A: An AI receptionist can handle routine calls and bookings efficiently, but call centres still provide human empathy for complex situations.
Q: Is an AI receptionist cost effective for small businesses?
A: Yes. Compared to staffing or outsourcing a call centre, an AI receptionist reduces missed calls and lowers ongoing expenses. and easy to maintain for it’s AI receptionist software.