FTF is one of the core KPIs in field service. A low rate means wasted travel, double-booked diary slots, and frustrated customers; a high rate means more jobs done per engineer per day and better margins.
A surprising amount of FTF is decided before the engineer leaves, on the booking call. If the right questions get asked up front (boiler model, error code, access details, parts likely needed), the engineer turns up prepared. If the call goes to a rushed voicemail, that context is lost.
This is where call handling feeds operations: an AI receptionist that asks the standard diagnostic questions on every booking captures the detail your engineer needs, into your field-service-management tool, so the first visit is more likely to be the only visit.