The key differences
| Factor | AI receptionist (FirstVoice) | Human receptionist |
|---|---|---|
| Hours | 24/7, including public holidays | Their working hours, plus cover for breaks, leave and sick days |
| Calls at once | Up to 20 | One |
| Cost | From $297 a month, setup included | Salary plus employment costs |
| Consistency | Follows your script on every call | Varies with workload and experience |
| Walk-in customers | No | Yes |
| Complex or emotional calls | Takes a message or transfers to you | Handles them in person |
| Admin and other tasks | Calls, bookings and messages only | Can do a wide range of work |
What a receptionist really costs in New Zealand
Take a full-time receptionist on $30 an hour. Wages come to $62,400 a year. Add $2,184 of employer KiwiSaver at 3.5%, roughly $624 of ACC levy, and $10,080 to pay someone else while they're on leave, public holidays or sick. That's about $75,300 a year for someone at the desk around 40 hours a week.
At 300 calls a month averaging three minutes, FirstVoice costs about $9,000 a year and answers all 168 hours. Change any of those numbers in the calculator above.
The salary is only part of the cost of employing someone. As an employer you also pay for:
- employer KiwiSaver contributions, at least 3.5% of pay from 1 April 2026
- ACC levies
- at least four weeks' paid annual holidays
- paid sick leave, currently 10 days a year after six months
- public holidays
- cover when they're away, plus recruitment, training and equipment
Check current minimum entitlements with Employment New Zealand. Even before the salary, those extras add up, and none of them buy you cover at 9pm on a Sunday.
When a human receptionist is the better choice
- You have a busy front counter where people walk in.
- Many calls are complex, sensitive or need judgement, like distressed patients or disputes.
- The role includes lots of admin, billing or office management.
- Your customers expect a long personal relationship with one person.
When an AI receptionist is the better choice
- You miss calls because you're on the tools, with clients or on the road.
- Many calls come after hours or on weekends.
- Calls arrive in bursts, like after an ad goes out.
- Most calls are bookings, quotes, FAQs or messages.
- You can't justify a full-time salary just to answer the phone.
The hybrid option
You don't have to choose. Forward calls to FirstVoice only when your receptionist is busy, away or finished for the day. Your team handles the calls that need a person, and nothing goes to voicemail. See how call forwarding works or compare plans.