2003 Best Practices Study

Analysis of Agencies with Revenues Between $1,250,000 and $2,500,000

How Time Was Spent: Selling New Business (New or Acct Rounding)

15.2% 13.8%

Marketing (Placement)

Claims Processing Customer Service

8.9%

58.9%

Administration

3.3%

How Time Was Spent

3.3%

15.2%

13.8%

58.9%

8.9%

Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

2.1 4.0 1.0

High Low

Average Commissions Serviced

$149,222 $24,372

*

Average Pay ($)

Average Pay (% of Book Serviced)

16.3%

*-Insufficient Data

Page 50 2003 Best Practices Study