FCR, or First Call Resolution, is a metric used to measure the effectiveness of customer service interactions. It refers to the ability of a customer service representative to successfully resolve a customer’s issue or inquiry during their initial contact with the company. A high FCR rate indicates efficient and satisfactory customer service, as it reduces the need for customers to make multiple calls or contacts for the same issue. FCR is an important factor in maintaining customer satisfaction and loyalty, as it demonstrates a company’s commitment to resolving customer concerns in a timely and effective manner.