2007 Best Practices Study

Agencies with Revenues Under $1,250,000

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

Number

1.7

Selling New Business 15.5%

Marketing (Placement) 18.0%

High

4.0

Administration 6.5%

Low

0.5

Claims Processing 7.0%

Average Book Serviced (Commissions)

$234,104

$360,517

Average Pay ($)

$40,722

Customer Service 53.1%

Average Pay (% of Book Serviced)

17.4%

Group L&H CSRs/Account Managers

Number

0.5

Selling New Business 19.3%

Marketing (Placement) 25.0%

High

1.0

Claims Processing 0.9%

Low

0.1

Administration 2.0%

Average Book Serviced (Commissions)

$91,994

$165,883

Average Pay ($)

$21,332

Customer Service 52.9%

Average Pay (% of Book Serviced)

23.2%

Personal P&C CSRs/Account Managers

Marketing 12.5%

Number

1.7

Claims Processing 11.8%

Selling New Business 18.6%

High

3.5

Low

0.4

Average Book Serviced (Commissions)

$130,882

$225,406

Administration 4.9%

Average Pay ($)

$32,207

Customer Service 52.2%

Average Pay (% of Book Serviced)

24.6%

Multi-Line CSRs/Account Managers

Number

2.0

Marketing 19.8%

Selling New Business 19.6%

High

4.0

Claims Processing 8.7%

Low

0.5

Administration 6.5%

Average Book Serviced (Commissions)

$160,307

$230,739

Average Pay ($)

$32,790

Customer Service 45.4%

Average Pay (% of Book Serviced)

20.5%

*Insufficient Data

24

2007 Best Practices Study | Agencies with Revenues Under $1,250,000 | Service Staff Info