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Key Benchmarks
Profile
Revenues
Expenses
Profitability
Employee Overview
Producer Info
Staff Service Info
Technology
Insurance Carriers
Appendix
138
2011 Best
Practices Study
Agencies
with Revenues
Over
$25,000,000
Analysis of Agencies with Revenues Over $25,000,000
Average
+25% Profit +25% Growth
Total # of Service Staff:
(as defined above; excludes any TPA service staff)
164.2
206.6
114.0
% of Agencies Having:
Separate/Dedicated Marketing Department
60.0%
80.0%
60.0%
# of Marketing Staff
9.8
13.0
9.7
Separate/Dedicated Claims Department
80.0%
40.0%
60.0%
# of Claims Staff
10.9
21.5
12.7
Average
+25% Profit
+25% Growth
% of Agencies Having:
Workers Comp TPA
30.0%
20.0%
0.0%
# of Service Staff
28.6
*
*
Total TPA Revenues Serviced
$3,068,842
Group Benefits TPA
10.0%
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
Average #
of Licensed
Employees:
232.6
(includes sales and
service/support staff)