Resolved live or first-time resolution is a key measure in any contact centre

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

A good level is to resolve 90% of contacts live and this should be measured at all levels.  At agent level there will be a variation in the range - agents with lower resolution rates will be monitored for training purposes.

Reasons for non-resolution should be tracked and monitored and the 10% threshold can include;

• Agents asking callers to write in or email
• Transferring calls to other agents or departments.

Low resolution rates can indicate the call centre acting as a large switchboard for the business.