2010 Best Practices Study

Analysis of Agencies with Revenues Between $5,000,000 and $10,000,000

Mgmt. Perspectives

Service Staff Productivity

Profile

Service Staff is defined in the study as typically non-commissioned employees who are responsible for providing service to the agency’s clients and/or supporting producers in the sale of new business and the retention of existing business. (Some service positions may earn commission income but a majority of their pay is fixed.) Senior level service staff is referred to as Account Executives (AEs) . All others including Account Managers, Customer Service Reps (CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc. are referred to as Service/Sales Support Staff .

Revenues

Expenses

Profitability

Employee Overview

Service Staff Overview

Producer Info

Average

+25% Profit

+25% Growth

Staff Service Info

Total # of Service Staff:

(as defined above; excludes any TPA service staff)

25.3

20.7

21.5

Technology

% of Peer Agencies Having:

Insurance Carriers

Separate/Dedicated Marketing Department

53.3%

75.0%

50.0%

Appendix

# of Marketing Staff

2.2

1.7

2.8

Separate/Dedicated Claims Department

60.0%

50.0%

33.3%

# of Claims Staff

2.0

2.3

2.0

TPA Service Staff

Average

+25% Profit

+25% Growth

% of Peer Agencies Having: Workers Comp TPA

0.0%

0.0%

0.0%

# of Service Staff

*

*

*

Total TPA Revenues Serviced

*

*

*

Group Benefits TPA

8.9%

16.7%

16.7%

# of Service Staff

1.5

2.0

1.5

Total TPA Revenues Serviced

$88,854

$49,670

$33,066

*Insufficient Data

Average # of Licensed Employees:

37.0

(includes sales and service/support staff)

2010 Best Practices Study

Agencies with Revenues Between $5,000,000 and $10,000,000

“The insurance companies were a much better source of employees in the past. That was helpful, in that our hires already knew the business. Today, we have to grow our own and that’s forced us to develop skills we never needed before.”

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