151 / 168
2015 Best
Practices Study
Agencies
with Revenues
Over
$25,000,000
151
Analysis of Agencies with Revenues Over $25,000,000
Key Benchmarks
Profile
Revenues
Expenses
Profitability
Employee Overview
Producer Info
Service Staff Info
Technology
Insurance Carriers
Appendix
Note: See page 163 for an explanation of column headings
Average
Top 25% Profit Top 25% Growth
Total # of Service Staff
(as defined above; excludes any TPA service staff)
154.9
135.3
133.1
% of Peer Agencies Having
Separate/Dedicated Marketing Department
51.7%
42.9%
28.6%
# of Marketing Staff
9.4
6.1
5.5
Separate/Dedicated Claims Department
79.3%
71.4%
57.1%
# of Claims Staff
10.0
3.7
9.6
Average
Top 25% Profit Top 25% Growth
% of Peer Agencies Having
Workers Comp TPA
24.1%
*
*
# of Service Staff
10.4
*
*
Total TPA Revenues Serviced
$715,490
*
*
Group Benefits TPA
*
*
*
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
TPA Service Staff
Service & Sales Support Staff Definition
• Typically non-commissioned employees
• Provide service to the agency’s clients
• Support producers in the sale of new business and retention of existing business
Some service positions may earn commission income but typically a majority of their pay is fixed and a majority of
their time is devoted to service rather than the solicitation of new clients.
Service & Sales Support Positions
1
Included in Full-time Equivalent Headcounts
• Account Executives (AE) - senior level service representatives
• Account Managers, Customer Service Representatives (CSRs)
• Assistant CSRs, Processors
• Claims Staff
• Placers/Marketers
• Department Managers - who also service clients
1 Position titles are general categories since specific job titles vary from agency to agency.
Administrative personnel such as accounting, mail room, and reception are not included in service benchmarks
unless a portion of their time is dedicated to service.
*Insufficient Data
Service Staff Overview
Service Staff Productivity