2010 Best Practices Study
Analysis of Agencies with Revenues Over $25,000,000
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)
154.0
147.7
118.4
Technology
% of Peer Agencies Having:
Insurance Carriers
Separate/Dedicated Marketing Department
52.6%
80.0%
60.0%
Appendix
# of Marketing Staff
11.6
15.0
3.7
Separate/Dedicated Claims Department
78.9%
40.0%
100.0%
# of Claims Staff
10.0
14.5
9.3
TPA Service Staff
Average
+25% Profit
+25% Growth
% of Peer Agencies Having: Workers Comp TPA
31.6%
20.0%
0.0%
# of Service Staff
30.4
*
*
Total TPA Revenues Serviced
$3,222,497
*
*
Group Benefits TPA
10.5%
0.0%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
*Insufficient Data
Average # of Licensed Employees:
248.8 (includes sales and service/support staff)
2010 Best Practices Study
Agencies with Revenues Over $25,000,000
“We have got to be more proactive in recruiting talented employees. We offer great opportunities and should be able to attract folks that would have gone into other industries in the past.”
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