First call resolution rate refers to the percentage of customer inquiries or issues that are resolved during the initial contact with a customer service representative. This metric is used to measure the efficiency and effectiveness of a company’s customer service department in resolving customer concerns in a timely and satisfactory manner. A high first call resolution rate indicates that the majority of customer issues are resolved on the first call, resulting in a positive customer experience and potentially reducing the need for follow-up calls. This metric is often used as a key performance indicator for companies to assess the quality of their customer service and identify areas for improvement.