2000 Best Practices Study

CSR Productivity (Agencies with Revenues Less than $500,000) continued… 4. Multi-line CSRs Average Top 25% Number 2.0 High 4.0 Low 0.8 Average Commissions Serviced $119,721 $207,477 Average Pay ($) $29,146 Average Pay (% of Book Serviced) 24.3% How Time Was Spent: Selling New Business (New or Acct Rounding) 14.5% Marketing (Placement) 8.5% Claims Processing 11.0% Customer Service 54.5% Administration 11.5%

How Time Was Spent

11.5%

14.5%

8.5%

11.0%

54.5%

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

Claims Processing Customer Service Administration

Summary

Average Book Serviced/CSR (Commissions)

$250,000

$200,000

$150,000

$100,000

$50,000

$0

Commercial P&C

Group L&H

Personal P&C

Multi-Line

Average Top 25%

Analysis of Agencies with Revenues Less than $500,000

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