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2007 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
Executive
Perspectives
Profile
Service Staff
Average
+25% Profit
+25% Growth
Total # of Service Staff:
(as defined above)
152.8
129.3
148.4
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
60.0%
71.4%
57.1%
Separate/Dedicated Claims Department
80.0%
71.4%
71.4%
Assistants for CSRs/Account Managers
92.0%
85.7%
100.0%
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.
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
28.0%
0.0%
57.1%
# of Service Staff
9.7
*
6.6
Total TPA Revenues Serviced
$824,854
*
$574,292
Group Benefits TPA
16.0%
14.3%
28.6%
# of Service Staff
29.4
*
*
Total TPA Revenues Serviced
$7,730,221
*
*
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 or main responsibility to support the
AE, CSR/AM in providing client services)
. 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.
*Insufficient Data
Customer Service Representatives (FTE)
Customer Service Staff