Service Business Industry Acronyms Knowledge Base
Cross-Sector Core Acronyms (Essential for All Services)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
SMB/SME | Small and Medium-sized Business/Enterprise | Businesses with <100-1,000 employees, <$50M-$1B revenue; primary 24H Virtual targets for scalable virtual reception. close+1 |
CRM | Customer Relationship Management | Software (e.g., Salesforce, GoHighLevel) for leads/data; integrates with Virtual Secretary for bookings/logging. themuse+1 |
SaaS | Software as a Service | Cloud tools (e.g., Five9); enables API-based telephony sync. themuse+1 |
KPI | Key Performance Indicator | Metrics like 98% call answer rate, 35% booking uplift. themuse+1 |
CSAT | Customer Satisfaction | Post-call score (target 4.9/5); via surveys/feedback. |
NPS | Net Promoter Score | Loyalty metric (promoters - detractors). |
SLA | Service Level Agreement | Response/uptime guarantees in virtual contracts. |
API | Application Programming Interface | Links CRM/telephony for real-time data. |
ROI | Return on Investment | Quantifies service impact (e.g., cost savings vs. staff). |
Virtual Receptionist & Call Center Sector
Acronym | Full Form | Definition & Use Case |
|---|---|---|
VA | Virtual Assistant | Remote task handler; dedicated beyond calls. |
VR | Virtual Receptionist | Live 24/7 answering/qualification. nextiva+1 |
IVR | Interactive Voice Response | Automated menus ("Press 1"); pricing add-on. |
AHT | Average Handle Time | Call duration; training optimization. |
FCR | First Contact Resolution | First-call fixes; satisfaction driver. |
ACD | Automatic Call Distributor | Agent routing system. |
FAQ | Frequently Asked Questions | Scripted quick answers. |
KB | Knowledge Base | Agent reference database. |
Home Services (HVAC, Plumbing, Electrical)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
HVAC | Heating, Ventilation, Air Conditioning | Trade for urgent bookings/transfers. apolloansweringservice+1 |
WO | Work Order | Job ticket from qualified leads. |
ETA | Estimated Time of Arrival | Dispatcher confirmation post-call. |
PM | Preventive Maintenance | Recurring calendar entries. |
TOS | Terms of Service | Contract scripting. |
Professional Services (Legal, Accounting, Consulting)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
RFP | Request for Proposal | Bid triage/scheduling. |
IOLTA | Interest on Lawyers' Trust Accounts | Compliance in legal intakes. |
CPA | Certified Public Accountant | Tax client handling. |
Retainer | Retainer Agreement | Ongoing billing tracking. |
ESG | Environmental, Social, Governance | Research for consultants. |
Field Services (Maintenance, Pest Control, Landscaping)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
FSM | Field Service Management | Dispatch software (e.g., ServiceTitan). |
GPS | Global Positioning System | Real-time tracking updates. |
SOP | Standard Operating Procedure | Receptionist protocols. |
OT | Overtime | Scheduling to avoid. |
Hospitality & Consumer Services (Cleaning, Auto Repair)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
OTA | Online Travel Agency | Reservation confirmations. |
POS | Point of Sale | Upsell payments. |
RevPAR | Revenue Per Available Room | Booking optimization. |
ASI | After-Sale Inspection | Follow-up satisfaction checks. |
VIP | Very Important Person | Priority call routing. |
Healthcare Services (Dental, Therapy)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
HIPAA | Health Insurance Portability & Accountability Act | Data privacy in patient calls. |
EHR | Electronic Health Records | Secure CRM equivalent. |
PCP | Primary Care Physician | Referral scripting. |
IT Services (Support, Managed Services)
Acronym | Full Form | Definition & Use Case |
|---|---|---|
MSP | Managed Service Provider | Outsourced model like VAs. |
MTTR | Mean Time to Resolution | Ticket metric akin to AHT. |
SOC | Security Operations Center | Alert triage. |
Marketing & Scaling Acronyms
Acronym | Full Form | Definition & Use Case |
|---|---|---|
CAC | Customer Acquisition Cost | Lowered via lead qualification. |
LTV | Lifetime Value | CRM-tracked revenue. |
SEO | Search Engine Optimization | Drives inbound calls. |
PPC | Pay-Per-Click | Campaign lead handling. |
CTA | Call to Action | Script prompts (e.g., "Book now?"). |
SWOT | Strengths, Weaknesses, Opportunities, Threats | Business planning support. |
CAC | Customer Acquisition Cost | Optimized by VAs. |
24H Virtual Application Notes
Scripting: Embed sector acronyms (e.g., HVAC/WO) for natural conversations.
Training: Use KB/FAQ for agent proficiency in SLA/KPI.
Integrations: API/SaaS handles FSM/EHR securely (HIPAA-compliant).
Metrics: Track CSAT/NPS via post-call surveys.
Customization: Tailor glossaries per client sector (e.g., RFP for legal SMBs).