First Call Resolution (FCR) is a vital customer support metric that measures a contact center’s ability to resolve a customer’s issue, question, or request on the first call or interaction without requiring follow-ups, reflecting efficiency, agent expertise, and service quality. High FCR rates benefit businesses by increasing customer satisfaction (CSAT), reducing operational costs, improving agent productivity, and providing actionable insights into recurring issues for process improvement and staff training. Achieving FCR involves agents actively listening, using CRM systems and knowledge bases, delivering a solution during the same call, and documenting the resolution for quality assurance. Effective FCR practices include comprehensive agent training, omni-channel support, ongoing coaching, and performance tracking. For companies leveraging outsourced customer support, maintaining high FCR ensures superior customer experience, strengthens trust, and enhances brand reputation, making it a critical metric for BPOs and contact centers focused on measurable results.