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2007 Best Practices Study | Agencies with Revenues Between $2,500,000 and $5,000,000 | Service Staff Info
Agencies with Revenues Between $2,500,000 and $5,000,000
Appendix
Insurance
Carriers
Technology
Service
Staff Info
Producer
Info
Employee
Overview
Financial
Stability
Revenues/
Expenses
Executive
Perspectives
Profile
*Insufficient Data
Average
+25% Profit
+25% Growth
Total # of Service Staff:
(as defined above)
15.0
17.3
10.2
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
36.7%
25.0%
37.5%
Separate/Dedicated Claims Department
50.0%
37.5%
12.5%
Assistants for CSRs/Account Managers
50.0%
50.0%
75.0%
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
0.0%
0.0%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
Group Benefits TPA
0.0%
0.0%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
“We hire the best people available. Our employees are very happy, and they work hard and smart.
We hired an employee from a direct writer. They quit after one day saying, ‘I don’t know how they
[CSRs] do it.’ The fact is, they wouldn’t have it any other way! Over the past couple of years, we
have had five employees leave who have come back as better employees. It turns out that they
appreciate the professional environment and the high standards – work hard, and work smart.”
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.
Customer Service Representatives (FTE)
Customer Service Staff