First contact resolution (FCR) is a metric that measures how often customer queries are resolved after the first interaction with the support team, providing insight into the efficiency of responding to customers' challenges. The FCR rate is calculated by dividing the number of cases resolved on the first contact by the total number of customer inquiries over a given time period. A good FCR rate is generally considered to be between 70-75%, where 25-30% of communications with customers can be categorized as repeat calls. Higher FCR rates equate to higher customer satisfaction, while lower rates lead to frustration and potential churn. Improving FCR requires root cause analysis and addressing issues such as unclear messaging, inadequate training, and lack of knowledge base resources. By creating multiple paths to resolution, improving customer service training, clarifying messaging, and providing easy-to-find resources, organizations can increase their FCR rate and improve overall customer satisfaction.