174 / 191
2010 Best
Practices Study
Agencies
with Revenues
Over $25,000,000
174
Analysis of Agencies with Revenues Over $25,000,000
Mgmt. Perspectives
Profile
Revenues
Expenses
Profitability
Employee Overview
Producer Info
Staff Service Info
Technology
Insurance Carriers
Appendix
Average
+25% Profit
+25% Growth
Total # of Service Staff:
(as defined above; excludes any TPA service staff)
154.0
147.7
118.4
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
52.6%
80.0%
60.0%
# of Marketing Staff
11.6
15.0
3.7
Separate/Dedicated Claims Department
78.9%
40.0%
100.0%
# of Claims Staff
10.0
14.5
9.3
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
31.6%
20.0%
0.0%
# of Service Staff
30.4
*
*
Total TPA Revenues Serviced
$3,222,497
*
*
Group Benefits TPA
10.5%
0.0%
0.0%
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
TPA Service Staff
Service Staff is defined in the study as typically non-commissioned employees who are responsible for providing
service to the agency’s clients and/or supporting producers in the sale of new business and the retention of
existing business.
(Some service positions may earn commission income but a majority of their pay is fixed.)
Senior
level service staff is referred to as
Account Executives (AEs)
. All others including Account Managers, Customer
Service Reps (CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc. are referred to as
Service/Sales Support Staff
.
*Insufficient Data
Service Staff Overview
Service Staff Productivity
“We have got to be more proactive in recruiting talented employees. We offer
great opportunities and should be able to attract folks that would have gone into
other industries in the past.”
Average # of
Licensed
Employees:
248.8
(includes sales and
service/support staff)