What Is Mean Time To Human (MTTH) ? It's The New Sales Metric You Can't Ignore

The customer-centric business world has put the customer at the forefront of everything, and one thing that can make or break a customer experience is how quickly a customer can reach a human. The article discusses why it's important to measure this metric in your sales data.

Sales is the lifeblood of any company, yet the vast majority of sales organizations are still using metrics that were designed for a manufacturing-based economy. In today's service- and experience-driven economy, we need new sales metrics that reflect the unique challenges and opportunities of selling to humans.

Mean Time To Human: What Is It?

Nowadays, customers expect prompt service and attention. This means that businesses need to be quick to respond to customer inquiries, whether they come in via phone, email, or social media. The speed of response is crucial to customer satisfaction, and it's something that can be measured with a metric called "mean time to human."

The "mean time to human" is the average amount of time it takes for a business to respond to a customer inquiry and get them in contact with a live person.?

Why Should You Care?

Sales is crucial to any business, yet the traditional metrics we use to measure success—like close rate and win rate—don't tell the whole story. In fact, they can often be misleading, painting a picture that isn’t accurate.

For example, if you find that your MTTH is consistently high, it could be an indication that your team is overwhelmed or that your leads are not being properly prioritized. On the other hand, if your MTTH is low but your close rate is still low, it could be an indication that your sales reps are making too many calls without qualifying leads first.

That’s why more and more companies are turning to mean time to human?as a way to gauge how quickly their sales team is responding to leads. And while it may seem like a simple metric, it can actually provide some valuable insights into your sales process.

Conclusion

Mean time to human, or MTTH, is the new sales metric that you can't ignore. It's a simple measure of how long it takes for a customer to reach a live person when they contact your company. And while it might seem like a small thing, MTTH can have a big impact on your business.?