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2009 Best Practices Study | Agencies with Revenues Over $25,000,000 | Service Staff Info
Agencies with Revenues Over $25,000,000
Appendix
Insurance
Carriers
Technology
Service
Staff Info
Producer
Info
Employee
Overview
Financial
Stability
Revenues/
Expenses
Profile
Average
+25% Profit
+25% Growth
Total # of Service Staff:
(as defined above)
168.8
193.7
119.7
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
55.6%
57.1%
57.1%
Separate/Dedicated Claims Department
77.8%
57.1%
85.7%
Assistants for CSRs/Account Managers
85.2%
57.1%
85.7%
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
22.2%
28.6%
14.3%
# of Service Staff
15.5
15.5
*
Total TPA Revenues Serviced
$1,658,016
$1,679,352
*
Group Benefits TPA
18.5%
14.3%
28.6%
# of Service Staff
14.5
*
17.9
Total TPA Revenues Serviced
$2,909,464
*
$1,782,204
Service Staff
TPA Service Staff
Service Staff is defined in the study as typically non-commissioned employees who have responsibility—either directly (e.g.,
Account Executives (AE), Account Managers (AM), Customer Service Representatives (CSRs), Assistant CSRs, etc.) or indirectly
(e.g., Claims Specialist, Placer/Marketer, etc.)—to provide or support the delivery of service to the agency’s clients.
In the following charts the number of CSRs includes Account Executives (non-producer position), Senior CSRs, CSRs, Account
Managers, Assistant CSRs, etc.
(i.e., positions with main responsibility for client service)
. It also includes the department
managers who spend a portion of their time servicing clients. Respondents were instructed to use decimals to accurately
represent the actual number of full-time CSR positions. Staff dedicated to marketing, claims, and TPA departments are
excluded from the following head counts.
*Insufficient Data
Customer Service Representatives (FTE)
Customer Service Staff