2003 Best Practices Study

Analysis of Agencies with Revenues Greater Than $10,000,000

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

12.4% 18.2%

Marketing (Placement)

Claims Processing Customer Service

5.4%

58.8%

Administration

5.2%

How Time Was Spent

5.2%

12.4%

18.2%

5.4%

58.8%

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

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

* * * * * * * * * * *

High Low

Average Commissions Serviced

*

Average Pay ($)

Average Pay (% of Book Serviced)

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

Marketing (Placement)

Claims Processing Customer Service

Administration

* - Insufficient Data

INSUFFICIENT DATA - CHART NOT APPLICABLE

Page 92 2003 Best Practices Study