2000 Best Practices Study

Agencies with Revenues Greater Than $10,000,000 C. CSR Productivity

1. Commercial P&C CSRs

Average

Top 25%

Number

54.6

High Low

148.0 10.0

Average Commissions Serviced

$285,352 $38,266

$582,891

Average Pay ($)

Average Pay (% of Book Serviced)

13.4%

How Time Was Spent: Selling New Business (New or Acct Rounding)

3.4% 21.9% 3.1% 62.7% 8.6%

Marketing (Placement) Claims Processing

Customer Service Administration

How Time Was Spent 3.4% 8.7%

21.9%

3.1%

62.9%

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

Claims Processing Customer Service Administration

Analysis of Agencies with Revenues Greater Than $10,000,000

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