You’re driving to pick up your kids, and your phone rings. It’s a customer. You try to answer while navigating traffic, but the call cuts out.
Or maybe you’re at home, making dinner while your dog's barking and your baby cries in the background. You answer anyway because you don’t want to miss a business opportunity—but the customer hears the chaos. Does that interaction inspire confidence in your business? Probably not.
That’s just one of the many challenges business owners face when forwarding calls to their personal cell phones. Sure, running a business through a mobile phone seems like a quick and easy (and cheap!) solution, but it comes with significant drawbacks. If this has been ringing true so far for you, keep reading.
As a business owner, I empathize with you. We all want the cheapest option possible. But if you're reading this now, you're probably realizing that the cost of missed leads is adding up. You're probably right. Since 1932, we've helped thousands of companies capture new business. Protecting opportunities from falling into the hands of their competitors. I hope you find value in my suggestions of alternatives to using your cell phone as your business number.
Now, let's explore some options to free you from your mobile phone. They can help you maintain professionalism, delight customers, and protect your work-life balance. But first, let's start by looking at how forwarding calls simply doesn't cut it (anymore).
Forwarding calls to your personal phone blurs the lines between your personal and professional life. You’re always “on,” whether you’re out to dinner, on vacation, or relaxing at home. Constantly being available might seem like good customer service but it can only lead to burnout. Not only for you, but for your team, and your family and friends.
Customers want to feel like they’re dealing with a well-organized, competent business. Nobody wants to hear road noise, background conversations, or a groggy voice answering a late-night call. It doesn't instill confidence or trust in your business. Your on-call technician might be a wizard with repairs, but are they at their best when woken up at 2 a.m. to answer a call? Probably not. (Who is?!).
Forwarding systems don't really work when it comes to handling multiple calls. If you’re on the line with one customer, and another call comes in–that's going straight to voicemail. And let’s face it, most people won’t bother leaving a message. That’s a missed opportunity you can’t afford.
Now that we’ve covered the cons of call forwarding, let’s look at some solutions to your business' communications problem!
Virtual receptionists offer a cost-effective way to ensure every call is answered professionally. They can greet your customers, take messages, schedule appointments, and even provide basic information about your services. For businesses that only need help during business hours or specific times, this is a great option.
Unlike forwarding calls to a personal phone, a live answering service ensures every call is answered promptly. Even if you receive 10 calls at once, they'll all be answered by friendly, trained professional 24/7/365.
Take, for example, a hospitalist group we work with. They initially used a VoIP provider to forward calls to their on-call doctors. But they faced the usual challenges that one would with VoIP providers. Their calls were going to voicemail because their VoIP system could only handle one call at a time. Anytime a call came in while their on-call was engaged, there was no way to send it to their backup. It also made their on-call scheduling more difficult! Regardless, their patients experienced delays in care, which was—and is—unacceptable.
They finally decided to opt for an answering service with us. Everything changed. We now patch calls directly to their on-call doctor, and if they’re unavailable, we escalate to a backup or even a tertiary contact. Every interaction is documented, and patient care is no longer delayed. That’s the kind of difference a live answering service can make.
And even if you're not in healthcare, a live answering service can do just that for you. If you need to be reached by a caller and you aren't available, the agent can always patch it to a member of your team!
With a true answering service, you can also customize your call escalation protocol, greeting, and more!
VoIP systems are a flexible and affordable option for startups and small businesses. They’re especially useful if you only need to handle a few calls at a time and want features like call routing and voicemail-to-email. However, as your business grows and call volumes increase, you might find that VoIP alone isn’t enough to keep up. That’s when it’s time to consider additional support, like a live answering service.
Start with a VoIP system. This allows you to do custom call routing with auto-attendant to more effective route calls the correct people. These hosted systems also allow for time of day and day of week behavior (example: daytime versus after-hours protocols). It's typically budget-friendly and allows your business to manage calls when you're away from your mobile phone.
If your call volume is increasing and you’re missing calls, it’s time to upgrade to a live answering service. The investment pays off in captured opportunities and better customer service.
How Will I Know How Many Calls I'm Missing?
It's simple: your VoIP provider should have a report of your entire call log. That way you can decide if the number of calls you're missing is too many! More than that though, you can use this report do determine how many minutes from an answering service plan you'll need! If you want to go further, look at when you are missing their calls. If you tend to be able to manage your calls during the day but are missing calls after-hours, an after-hours answering service might be right for you!
A fully staffed call center is the way to go. These companies can handle high call volumes and provide specialized support, so you'll never leave a customer hanging.
The biggest benefit of moving away from call forwarding is the peace of mind it brings. You can step away from your phone knowing that your customers are in good hands. Whether you’re on vacation, focusing on a big project, or just enjoying dinner with your family, you won't feel stuck to your phone.
Personally, I’ve experienced this shift firsthand. Knowing that our answering service team is taking care of calls allows me to focus my time and energy on the business strategy, rather than the treadmill of day-to-day tasks and putting out fires. As someone who follows the Entrepreneurial Operating System (EOS), this has been a game-changer for our team. EOS emphasizes the importance of working on your business, not just in it. Letting go of the vine, as they say, is crucial to growth.
So, what’s the best alternative to forwarding your business phone number to a personal cell? It depends on your needs. Virtual receptionists are great for small businesses on a budget. Live answering services offer comprehensive support for growing and large businesses. VoIP systems provide flexibility for startups but may need to be supplemented as your business scales.
The bottom line: every missed call is a missed opportunity. Customers today have no patience for voicemail. They expect prompt, professional service immediately. And if you aren't available to them then and there, they'll likely take their business to your competitors. So, if you’re ready to level up your business communication, start by exploring how much an answering service costs in 2025 and how long it takes to get started with an answering service. You'll be surprised by how affordable peace of mind can be.