2002 Best Practices Study

Analysis of Agencies with Revenues Greater Than $10,000,000

3. Personal P&C CSRs

Average

Top 25%

Number

11.6 55.6

High Low

2.0

Average Commissions Serviced

$168,095 $35,113

$245,250

Average Pay ($)

Average Pay (% of Book Serviced)

20.9%

How Time Was Spent:

12.4% 17.4%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

4.7%

60.1%

Administration

5.3%

How Time Was Spent

5.3%

12.4%

17.4%

4.7%

60.1%

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

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

* * * * * * * * * * *

High Low

Average Commissions Serviced

*

Average Pay ($)

Average Pay (% of Book Serviced)

How Time Was Spent:

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

Administration

*Insufficient Data

INSUFFICIENT DATA - CHART NOT APPLICABLE

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