A good receptionist is one of the most valuable people in a small business. But the full cost is more than the hourly rate, and one person cannot cover every hour or every call at once. Here is how the numbers compare, using 2026/27 UK rates.
The cost of a full-time receptionist
Take a receptionist paid the National Living Wage of £12.71 an hour (from 1 April 2026 for workers aged 21 and over), working 37.5 hours a week.
| Cost | Approx. per year |
|---|---|
| Gross wages (37.5 hrs × 52 weeks × £12.71) | £24,785 |
| Employer National Insurance (15% above £5,000) | £2,968 |
| Minimum employer pension (3% of qualifying earnings) | about £560 |
| Total | about £28,300 |
That excludes recruitment, training, equipment, sick pay and cover for holidays (at least 5.6 weeks a year). Many receptionists are paid above the minimum, so treat this as a floor. Figures are illustrative; check current rates with your payroll provider.
What that buys
About 1,950 hours a year of a person at the desk — typically weekdays, 9 to 5. Evenings, weekends, lunch breaks and holidays are uncovered unless you pay for more hours or overtime. And one person can take one call at a time.
The cost of an AI receptionist
With Narvin, you pay a monthly plan and per-minute usage from prepaid credits:
| Monthly calls (2 min each) | Plan | Usage at £0.42/min | Total per month |
|---|---|---|---|
| 100 | Free (£0) | £84 | £84 |
| 250 | Pro (£99) | £210 | £309 |
| 500 | Pro (£99) | £420 | £519 |
Prices exclude VAT. The AI answers 24/7 and handles several calls at once on Pro and Growing plans.
It is not either/or
The numbers make it tempting to see this as a replacement. In practice, most businesses that adopt an AI receptionist use it alongside people:
- The AI handles after-hours calls, overflow when the team is busy, routine bookings and frequently asked questions
- People handle complex, sensitive and high-value conversations, and everything that happens in person
That way your receptionist spends less time on repetitive calls and more on the work that needs a human.
When hiring is the better choice
- Most calls need judgement, empathy or negotiation
- There is in-person work at the front desk as well as the phone
- Callers expect a familiar voice who knows them by name
When an AI receptionist is the better choice
- You miss calls at lunch, after hours or when everyone is busy
- Calls are mostly bookings, simple questions or message-taking
- Volume rises and falls, so a fixed salary does not fit
Work out your own figures with the pricing calculator or read what missed calls cost your business. To make the case to a manager or finance lead, use the AI receptionist business case.
