2000 Best Practices Study

CSR Productivity (Agencies with Revenues Between $500,000 and $1,250,000) continued… 4. Multi-line CSRs Average Top 25% Number 1.2 High 2.3 Low 0.5 Average Commissions Serviced $210,584 * Average Pay ($) $29,342 Average Pay (% of Book Serviced) 13.9% How Time Was Spent: Selling New Business (New or Acct Rounding) 14.8% Marketing (Placement) 13.1% Claims Processing 9.4% Customer Service 45.0% Administration 17.8% * - Insufficient Data

How Time Was Spent

14.8%

17.8%

13.1%

9.4%

45.0%

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

Claims Processing Customer Service Administration

Summary

Average Book Serviced/CSR (Commissions)

$0 $50,000 $100,000 $150,000 $200,000 $250,000 $300,000 $350,000

Commercial P&C

Group L&H

Personal P&C

Multi-Line

Average Top 25%

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

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