Often referred to as First Call Resolution (FCR) or in today's multi-channel environment, First Contact Resolution. Also referred to as 'Resolved Live' (RL), 'Right First Time' (RFT) or 'One and Done' (OAD).

This is a key measure in any contact centre, the ability to resolve the customer enquiry first time.

From a customer satisfaction perspective, the customer has an expectation that their enquiry will be resolved there and then in the first call.

This also covers the transfer of calls by the call centre agent - if this occurs this is not resolved live.

Of course, in many instances, the enquiry may appear to have been resolved, only for the customer to realise in due course, this is not the case.  This results in repeat contacts and additional costs.

Resolved live should be measured at all levels from contact centre to agent level.