Define the timestamps
Record when the enquiry arrives, when it receives an owner and when the first useful response is attempted. Document business hours and timezone handling. Without consistent definitions, teams can report different response times for the same process.
Lead routing and exception handling
Inspect validation, duplicate checks, destinations and exception handling.
Review the distribution
Look beyond the average to delayed enquiries and recurring bottlenecks. Separate out-of-hours arrivals and exceptional cases. Identify whether delays arise from routing, missing information, availability or unclear responsibility.
Improve the handoff
Set practical ownership and escalation rules for the operating team. Test the routing and alerts with safe examples. Review suitable customer outcomes as well as response speed; a fast but irrelevant reply is not the intended improvement.
Put the guidance to work
Capture your starting point, assign an owner to the next action, and decide what evidence will confirm that it worked.
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