2007 Best Practices Study

Agencies with Revenues Between $10,000,000 and $25,000,000

Executive Perspectives

Profile

Revenues/ Expenses

Financial Stability

Employee Overview

Producer Info

Service Staff Info

Technology

Insurance Carriers

Appendix

Productivity—CSRs

Average Top 25%

How Time Was Spent

Commercial P&C CSRs/Account Managers

Selling New Business 7.8%

Number

27.5

Claims Processing 4.3% Marketing (Placement) 20.7%

High

53.0

Administration 6.8%

Low

2.0

Average Book Serviced (Commissions) $349,918 $620,532

Average Pay ($)

$52,835

Customer Service 60.4%

Average Pay (% of Book Serviced)

15.1%

Group L&H CSRs/Account Managers

Selling New Business 9.5%

Number

8.2

Marketing (Placement) 24.7%

High

25.0

Administration 6.6%

Claims Processing 6.7%

Low

1.0

Average Book Serviced (Commissions) $351,467 $472,719

Customer Service 52.3%

Average Pay ($)

$48,137

Average Pay (% of Book Serviced)

13.7%

Personal P&C CSRs/Account Managers

Marketing (Placement) 18.0%

Number

8.3

High

17.7

Claims Processing 4.5%

Selling New Business 13.7%

Low

2.0

Average Book Serviced (Commissions) $174,771 $333,025

Administration 5.8%

Average Pay ($)

$40,834

Average Pay (% of Book Serviced)

23.4%

Customer Service 58.0%

Multi-Line CSRs/Account Managers

Number

*

High

*

Low

*

Insufficient Data

Average Book Serviced (Commissions)

*

*

Average Pay ($)

*

Average Pay (% of Book Serviced)

*

*Insufficient Data

138 2007 Best Practices Study | Agencies with Revenues Between $10,000,000 and $25,000,000 | Service Staff Info