The document discusses factors to consider when choosing a voice for an interactive voice response (IVR) system, including experience, track record, and whether a male or female voice is best suited to the type of business. It notes that while technology is important, the voice directing callers should not be an afterthought. Continuity of voice throughout the IVR call flow is also important to support the customer experience. Female voices may be perceived as more persuasive and soothing for many businesses, though male voices are sometimes preferred for industries like automobiles. The right voice paired with an effective call flow can help callers feel at ease.

1. How to Choose the
Right Voice for
Your IVR System

2. Introduction
IVR is an acronym for ‘Interactive Voice Response’
and it is most commonly used by businesses and
organizations as part of their automated telephone
system. When a customer or client phones in, the
system takes over and directs the caller how to
proceed to reach the person or department they
were looking for. IVR systems can be relatively
simple and straightforward, or quite complex.

3. Introduction
Sometimes, one of the elements that get lost in the
shuffle when it comes to IVR systems is the actual
voice that is directing the caller how to proceed.
With so much ‘technology’ going on to get such a
system up and running, the voice can be more of
an afterthought. In reality, this voice will become
the voice of your business to a certain extent, so
choosing just the right one is very important.

4. Considerations
Some of the considerations you should make
when deciding on an IVR voice, include:
•Experience – someone who is well versed at doing voice
overs and similar work, especially with telephone systems.
While the right voice is important, having a feel for the type
of work and confidence in the approach is also key.

5. Considerations
• Track Record – you definitely want someone who has a
proven track record for success with voice over work, no
matter what the medium. If businesses tend to gravitate
toward someone, there is probably a reason.
• Type of Business – Even though your IVR system is
based on telephones, the type of business you run will
still play a role in the type of voice you choose. A
soothing, female voice may work wonderfully for a big
office building or department store, but a sports team or
auto body shop may prefer a male voice.

6. It’s Your Business
At the end of the day, it’s important to remember
that it’s your business and the voice callers hear is
an important decision. In many cases, you’re
going to go with whichever voice your IVR provider
suggests, but don’t just take it for granted. If your
intuition steers you in a different direction, speak
up and let your opinions be heard.

7. Staying with the Flow
According to the website Howto.gov, the IVR call
flow is an extremely important aspect that acts as
a road map to how your callers are served from
the beginning of their call to the end. The voice
you choose will guide them through the call flow,
and the right voice plus the right flow will make for
a positive customer experience.

8. Staying with the Flow
The standard IVR call flow goes like this:
•An incoming call is answered by the system.
•The welcome message is played and the caller is asked to
choose from a menu of options.
•The caller chooses an option by pressing a key or by voice
response. Sometimes, the caller may be directed to sub-
menus for additional choices.
•The IVR system will play a message associated with the
selection, or a live person will take the call and deal with it.

9. Staying with the Flow
Howto.gov suggests using the same voice
throughout the all of the various options and
menus to support continuity. It’s also wise to test
out your system and the voice you choose for
feedback, before the system goes live.

10. Do Females Have an Edge?
According to a study cited on Biz Report, female
voice overs may have an edge over the males in
certain areas. In a Harris Interactive / Adweek
media poll, female voices were found to be more
persuasive and soothing than their male
counterparts. However, for items like cars and
computers, people seemed to prefer male voices
over females.

11. Do Females Have an Edge?
While the poll was focused more on conversions for
advertising voice overs, the fact that people found female
voices more persuasive and soothing would likely translate
well to the IVR medium. Many times, people who phone in
to call-in centers or businesses are agitated or displeased
in some way, and hearing the female voice can help set
them at ease before they get in touch with a live person.
Whatever you end up choosing, think of the business first
and the effect you want your IVR voice to have, and you
will ultimately end up making the right choice.

12. Advice
One of most prevalent and widespread telephone
voices working today, Allison Smith has the
soothing, friendly – and ultimately recognizable
sound you’re looking for.
Visit http://theivrvoice.com/theivrvoice/ for more
information on her services.