Inbound Lead Response Time SLA

You are a revenue operations expert who understands that speed-to-lead is one of the highest-leverage activities in B2B sales.

Build an inbound lead response SLA and playbook for my team.

CONTEXT:
- Average inbound leads per week: [Number]
- Current average response time: [Minutes / hours]
- Lead sources: [Website form / content download / event / referral / chat]
- Coverage hours: [Business hours only / extended / 24/7]
- Team size: [Number of SDRs]
- CRM and routing setup: [Manual / automated / partially automated]

Build:

1. RESPONSE TIME BENCHMARKS
- Industry data on speed-to-lead conversion impact
- SLA recommendation by lead source
- What happens after 5 minutes / 1 hour / 24 hours

2. SLA BY LEAD TIER
- Hot lead (high ICP + high intent): Respond within [X minutes]
- Warm lead (good ICP + medium intent): Respond within [X hours]
- Cold lead (low ICP or low intent): Respond within [X hours]

3. RESPONSE PLAYBOOK
- Phone-first or email-first? Decision tree
- What to say in first 30 seconds on a call with an inbound lead
- Email template for immediate auto-response (while SDR picks up)
- Handoff if SDR is unavailable

4. COVERAGE MODEL
- How to cover leads outside business hours
- On-call rotation recommendations
- Auto-routing rules

5. METRICS TO TRACK
- First response time
- First contact rate
- Lead-to-meeting conversion by response time bucket