2000 Best Practices Study

CSR Productivity (Agencies with Revenues Less than $500,000) continued… 3. Personal P&C CSRs Average Top 25% Number 1.3 High 2.0 Low 1.0 Average Commissions Serviced $107,723 $158,527 Average Pay ($) $23,099 Average Pay (% of Book Serviced) 21.4% How Time Was Spent: Selling New Business (New or Acct Rounding) 14.2% Marketing (Placement) 15.9% Claims Processing 10.8% Customer Service 56.2% Administration 6.7%

How Time Was Spent 13.7% 6.4%

15.3%

54.1%

10.4%

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

Claims Processing Customer Service Administration

Analysis of Agencies with Revenues Less than $500,000

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