2000 Best Practices Study

Agencies with Revenues Less than $500,000 C. CSR Productivity

1. Commercial P&C CSRs

Average

Top 25%

Number

1.1 1.5 0.1

High Low

Average Commissions Serviced

$147,037 $25,585

$213,895

Average Pay ($)

Average Pay (% of Book Serviced)

17.4%

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

11.7% 10.8% 7.5% 69.2% 0.8%

Marketing (Placement) Claims Processing

Customer Service Administration

How Time Was Spent 11.7% 0.8%

10.8%

7.5%

69.2%

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

Claims Processing Customer Service Administration

2. Group Life & Health CSRs

Average

Top 25%

Number

* * * * * * * * * * *

High Low

Average Commissions Serviced

*

Average Pay ($)

Average Pay (% of Book Serviced)

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

Marketing (Placement) Claims Processing

Customer Service Administration

* - Insufficient Data

Analysis of Agencies with Revenues Less than $500,000

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