2000 Best Practices Study

CSR Productivity (Agencies with Revenues Between $500,000 and $1,250,000) continued… 3. Personal P&C CSRs Average Top 25% Number 2.1 High 5.0 Low 1.0 Average Commissions Serviced $126,446 $172,256 Average Pay ($) $26,088 Average Pay (% of Book Serviced) 20.6% How Time Was Spent: Selling New Business (New or Acct Rounding) 15.5% Marketing (Placement) 12.9% Claims Processing 6.4% Customer Service 60.4% Administration 4.9%

How Time Was Spent

4.9%

15.5%

12.9%

6.4%

60.4%

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

Claims Processing Customer Service Administration

Analysis of Agencies with Revenues Between $500,000 and $1,250,000

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