Sales B2C Lead SLA
Purpose
This Sales B2C Lead Service Level Agreement outlines the commitment and expectations between the Sales and Marketing teams for handling B2C (Business to Consumer) leads. It ensures efficient lead processing, timely follow-ups, and improved lead-to-customer conversion rates.
Lead Assignment | All B2C leads generated will be assigned within [4] hours of their capture. Leads will be assigned based on lead source, geographic location, or other relevant criteria. |
Lead Follow-Up | If a B2C lead is assigned, a representative will reach out within [4] hours. If there's no response after three follow-up attempts, the lead will be reassigned for further nurturing. |
Lead Qualification | After assignment, B2C leads will be assessed within [24] hours to determine if they meet the predefined qualification criteria. |
Lead Nurturing | If a B2C lead is not ready to make a purchase, they will enter a nurturing campaign that includes at least [4] touchpoints over [4] weeks. |
Lead Reporting | A monthly report will be shared with both teams, highlighting the number of B2C leads generated, their assignment status, follow-up results, and conversion rates. |
Escalation Process | If a B2C lead remains unresponsive after [5] follow-up attempts, it will be escalated to a senior sales representative to explore alternative approaches. |
Communication and Collaboration | A weekly meeting will be held where both teams can discuss any difficulties or opportunities for improvement in lead handling. |
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