3 min read
Key Takeaways:
- Choose a voice that fits your brand, the tone, style, and pacing should reflect how you want callers to feel and the personality of your business.
- Clarity and natural delivery are essential, voiceovers should sound friendly and conversational, not stiff or overly scripted.
- Support your voiceover with the right background music, and keep your messages fresh by updating them every 3 to 6 months for the best caller experience.
Let’s face it, being placed on hold isn’t anyone’s favourite part of calling a business. But that doesn’t mean it has to be a boring or frustrating experience. With the right voiceover, your on-hold messages can become an opportunity to build trust, share valuable information, and keep callers engaged while they wait. At Image On Line, we’ve helped thousands of Australian businesses create polished, on-brand on-hold experiences and a lot of that comes down to voice. Here are our top voiceover tips for creating on-hold messages that people actually want to hear.
1. Match the Voice to Your Brand Personality
This is the most important rule: your voiceover should sound like you. A laid-back coastal café shouldn’t sound like a formal law firm, and a busy GP clinic won’t benefit from a bubbly, game-show style read. Before choosing a voice, think about how you want your customers to feel when they call. Reassured? Energised? Informed? Then choose a voice actor whose tone and pace reflect that feeling.
We offer a wide range of voice-over talent at Image On Line from warm and conversational to clear and corporate. Whatever your industry, we’ve got the right voice to match your message.
2. Prioritise Clarity and Pacing
No matter how great the script is, if the voiceover isn’t clear, your message will fall flat. Callers may be in noisy environments or distracted, so clarity is everything. A good voiceover artist knows how to pace the message, slow enough to be understood, but not so slow it drags. They also know how to emphasise key points naturally, without sounding forced or robotic. Every voiceover we produce is quality-checked to ensure it’s clear, balanced, and easy to listen to, because if your callers can’t understand the message, what’s the point?
3. Keep the Tone Friendly, Not Scripted
On-hold messages should sound like a real person talking, not like someone reading off a page. Avoid stiff or overly corporate language and instead opt for a more natural, conversational tone. Phrases like “We’ll be with you shortly” or “Thanks for your patience” feel more human than “Your call is important to us.” Little tweaks in tone make a big difference in how the caller feels while waiting.
Want help crafting a script that sounds natural? Our in-house writers specialise in custom on-hold scripts that reflect your brand without sounding bland.
4. Use the Right Background Music
Voiceovers don’t work in isolation. The background music plays a big role in setting the mood and supporting the message. Soft, calming tracks work well for medical or professional services, while upbeat music suits retail or lifestyle brands. We always ensure the voice and music complement each other. Too much contrast, like an upbeat jingle with a serious tone, can feel jarring. That’s why we give our clients access to licensed, professional audio production tracks that pair perfectly with their chosen voice.
5. Don’t Set and Forget Refresh Regularly
Even the best voiceover can get tired if it never changes. If your regular callers are hearing the same message month after month, it’s time for a refresh. We recommend updating your on-hold messaging every 3 to 6 months or sooner if your business details change. This keeps your content relevant and gives you a chance to try a new voice or tone to reflect your evolving brand. Check out our guide on how often you should update your messages to keep things sounding fresh.
Make the Right First Impression With the Right Voice
Voiceovers aren’t just about filling time. They’re your brand’s first impression over the phone and they say a lot about who you are. A clear, well-paced, friendly voice builds confidence and keeps callers listening. At Image On Line, we make it easy to choose the right voice, write the right words, and create the perfect on-hold experience. Whether you’re starting from scratch or updating an old message, we’ve got you covered from script to sound. Get in touch with our team today and let’s give your phone system the voice it deserves.
