2001 Best Practices Study

Analysis of Agencies with Revenues Between $2,500,000 and $5,000,000

3. Personal P&C CSRs

Average

Top 25%

Number

3.9

High Low

10.4

1.0

Average Commissions Serviced

$146,884 $30,222

$210,783

Average Pay ($)

Average Pay (% of Book Serviced)

20.6%

How Time Was Spent:

11.7% 13.5%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

8.1%

63.2%

Administration

3.4%

How Time Was Spent

3.4%

11.7%

13.5%

8.1%

63.3%

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

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

2.1 4.4 1.0

High Low

Average Commissions Serviced

$168,636 $26,123

*

Average Pay ($)

Average Pay (% of Book Serviced)

15.5%

*-Insufficient Data

How Time Was Spent:

1.0% 9.0% 9.0%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

68.6% 12.4%

Administration

97