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2007 Best Practices Study | Agencies with Revenues Between $1,250,000 and $2,500,000 | Service Staff Info
Agencies with Revenues Between $1,250,000 and $2,500,000
Appendix
Insurance
Carriers
Technology
Service
Staff Info
Producer
Info
Employee
Overview
Financial
Stability
Revenues/
Expenses
Executive
Perspectives
Profile
Average
+25% Profit
+25% Growth
Total # of Service Staff:
(as defined above)
8.7
6.0
8.6
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
30.0%
25.0%
25.0%
Separate/Dedicated Claims Department
13.3%
0.0%
25.0%
Assistants for CSRs/Account Managers
36.7%
37.5%
62.5%
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
3.3%
12.5%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
Group Benefits TPA
3.3%
12.5%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
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 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
“We really try to elevate the CSRs’ role, to do more and more of the jobs our producers
are now doing to try. We want to keep the producers free to go and produce. So, the
CSRs benefit based on the success of the producers. 10% of the first year’s new
commission goes into a pool that’s split between our CSRs. Yesterday we got together
and celebrated the largest CSR bonus pool they’ve ever received.”