Written by Beth Hildreth on July 24, 2013
Categories: Blog Posts

HD Quality Voice

HD Voice on your phone system is just one way to ensure clear customer communications, but there are many ways to use professional audio to improve communication with customers, both online and on the phone.

Professional Audio for Phone Systems

The Strategy:

Implement professionally recorded and edited announcements for your IVR system and Message On Hold program.

Why It Helps Customer Communication:

When people hear bad audio, full of pops, breaths, and static, they take notice and it distracts them from your message. When callers hear professional audio, it’s seamless. Instead of focusing on what’s wrong with your recordings, they listen to your message, absorb information, and act appropriately.


It’s important to choose the right voice: one that’s appealing to your callers and matches the sound of your brand. For telephone applications, many businesses choose a female voice, but the most important decision is choosing a voice your callers will identify with.

Your script is also an important consideration. For voice prompts, your script should be clearly written with straight forward language. Place the person or department name before their extension, as in “For Sales, Press 1.” For Message On Hold, scripts can be a bit more creative, but should still focus on presenting information in a straightforward-fluff free way. Focus on the information that callers frequently ask about – operating hours and location, seasonal products or promotions, even your website URL or social media profiles.

Communicating on the Web with Professional Audio

The internet is growing more and more visual every day, which is evident in the popularity of Pinterest, the ever-growing amount of photos shared on Facebook and Instagram, and the 183 million Americans who watched online video in June 2013.

Audio in Video Productions

The Strategy:

Incorporate audio into video productions to improve viewer information retention and engagement.

Why it helps customer communication:

Music, sound effects, and yes, professional voice, can all work together to make content more engaging and informative. For example, if you point customers to “How To” videos for self help, a professional voice over talent can help ensure information is clearly communicated; subtle sound effects can help emphasize important points; and a little bit of music can keep the content from being too dry and boring.


More businesses than ever are communicating information with clients and prospects via online video, and more web users are preferring video over text and images. With video, there is great potential for success…but there is also great potential for missteps. One of the largest is emphasizing visual elements (which isn’t bad) while neglecting audio (which can be a big problem).

Including professional audio in videos helps improve overall production value and can help you differentiate yourself from the competition.

Other Forms of Internet Audio

The Strategy:

Enhance a variety of online media with audio.

Why it helps customer communication:

When we rely only on visual elements, like graphics and text, much is left to interpretation. By including a podcast with your blog posts, for example, you’re able to communicate information quickly and concisely.

Many web visitors don’t read content. They’ll skim main points and divert their attention elsewhere. Unlike written text, an audio file can be played in the background, while the visitor is doing other work or activities, increasing the likelihood that your message is heard.


We never recommend using an “auto play” feature for audio or video. It’s likely to startle visitors and have them clicking the back button. Instead, entice your visitors to listen to audio on their own.

Podcasts can be syndicated like blogs, and can help you expand your social media reach.

Keep on page text and visual to main ideas, and use an audio file to provide a “listen along” experience. Including an audio file in a press release, in addition to visuals and video, can increase engagement 3.5 times.

Audio might be the ideal communication medium if you’re trying to communicate detailed  information. It can help you emphasis important points and clarify processes. Next time you make a phone call to a business, take a moment to listen to the voice on their IVR system. Does it sound welcoming and professional, or has the company not taken the time to ensure a great experience? Next time you’re watching a video on YouTube, turn off the sound. Does it still make sense? Is it still effective?

Would your customer rate your audio as HD or would they want to turn the sound off?

Guest Blog by: Juli Durante, Marketing and Communications Associate for HOLDCOM
Photo Credit: Flickr