2000 Best Practices Study

CSR Productivity (Agencies with Revenues Between $1,250,000 and $2,500,000) continued… 4. Multi-line CSRs Average Top 25% Number 2.5 High 5.0 Low 0.3 Average Commissions Serviced $168,500 * Average Pay ($) $26,529 Average Pay (% of Book Serviced) 15.7% How Time Was Spent: Selling New Business (New or Acct Rounding) 4.0% Marketing (Placement) 10.0% Claims Processing 26.0% Customer Service 51.0% Administration 8.0% * - Insufficient Data

How Time Was Spent

4.0% 10.1%

8.1%

26.3%

51.5%

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 $1,250,000 and $2,500,000

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