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The Human Touch: The Benefits of Professional Voiceover Artists for Message on Hold and IVR

6 June 2024


There is no doubt technology is well advanced in automating various aspects of business operations, including voice recordings for message on hold and interactive voice response (IVR) systems. While text-to-speech (TTS) is fast tracked for convenience and cost-effectiveness, it’s not the ideal professional audio brand solution for businesses.  There are undeniable benefits to using real human professional voiceover artists to represent brand awareness. Let’s explore why opting for the human touch can make a significant difference in enhancing your brand image and overall customer experience.

1. Authenticity and Emotional Connection

One of the key advantages of using a professional voiceover artist is their ability to inject emotion and authenticity through their voice. A human conveys empathy, trust, and engagement in a way that synthetic voices often struggle to achieve. Whether it’s evoking empathy during a sensitive customer enquiry, or excitement about a new promotion, a professional voiceover artist can bring your message to life in a way that resonates with your audience.

2. Quality and Clarity

Professional voiceover artists are highly trained in their craft to deliver high-quality audio recordings with clear enunciation and pronunciation. This is crucial for ensuring that your message is easily understood by callers, especially in situations where clarity is essential, such as providing important information or instructions.

3. Brand Consistency

A professional voiceover artist can help maintain brand consistency across all your audio recordings. They can adapt their tone and style to match your brand personality, ensuring that every interaction with your customers continually reinforces your brand image.

4. Flexibility and Customization

Unlike TTS and AI voices, which come across as robotic and unnatural to our ears, a professional voiceover artist’s delivery will suit different contexts and messages. Whether your company needs a warm and friendly tone for a welcome message or a more authoritative tone for legal disclaimers, a professional voiceover artist can change up their read styles to meet your specific requirements.

5. Downside of Using AI for Audio Recordings

AI and TTS technology have limitations compared to using a professional voiceover artist. One of the main downsides is the lack of emotional nuance and naturalness resulting in a robotic delivery. This can result in a less engaging and authentic experience for callers, meaning reduced customer satisfaction and brand perception.

Another downside is the potential for mispronunciations and errors in pronunciation, especially for complex or industry-specific terms. AI voices may struggle to accurately pronounce certain words or phrases, which can detract from the professionalism of your audio recordings.


In conclusion, while AI and TTS technology offers a rushed approach and cost-effectiveness, there are so many advantages of using a professional voice for your message on hold and IVR recordings. From conveying authenticity and emotion to ensuring quality and clarity, a professional human voice WILL elevate your brand image and enhance the overall customer experience. Consider investing in professional voiceover artists for your audio recordings to create a more engaging and memorable experience for your callers.

McGirvanmedia is the largest message on Hold and IVR voice telephony supplier on Australia’s East Coast.  Along with our expert team of Voice artists, we help businesses like yours every day. You can select one of our amazing professional voices via our audio library.

Please email us at enquiries@mcgirvanmedia.com.au or call to speak to one of our experts on 1800 777 428.

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