2000 Best Practices Study

CSR Productivity (Agencies with Revenues Between $2,500,000 and $5,000,000) continued… 3. Personal P&C CSRs Average Top 25% Number 5.4 High 14.0 Low 1.0 Average Commissions Serviced $139,519 $222,620 Average Pay ($) $29,524 Average Pay (% of Book Serviced) 21.2% How Time Was Spent: Selling New Business (New or Acct Rounding) 13.5% Marketing (Placement) 16.8% Claims Processing 4.8% Customer Service 61.4% Administration 3.2%

How Time Was Spent 13.5% 3.2%

16.8%

4.8%

61.6%

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

Claims Processing Customer Service Administration

Analysis of Agencies with Revenues Between $2,500,000 and $5,000,000

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