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75

2008 Best Practices Study | Agencies with Revenues Between $5,000,000 and $10,000,000 | Service Staff Info

Agencies with Revenues Between $5,000,000 and $10,000,000

Appendix

Insurance

Carriers

Technology

Service

Staff Info

Producer

Info

Employee

Overview

Financial

Stability

Revenues/

Expenses

Profile

Average

+25% Profit

+25% Growth

Total # of Service Staff:

(as defined above)

26.5

19.8

23.5

% of Peer Agencies Having:

Separate/Dedicated Marketing Department

55.6%

57.1%

28.6%

Separate/Dedicated Claims Department

63.0%

42.9%

28.6%

Assistants for CSRs/Account Managers

70.4%

85.7%

71.4%

Average

+25% Profit

+25% Growth

% of Peer Agencies Having:

Workers Comp TPA

3.7%

0.0%

14.3%

# of Service Staff

1.0

NA

1.0

Total TPA Revenues Serviced

*

NA

*

Group Benefits TPA

3.7%

0.0%

14.3%

# of Service Staff

1.0

NA

1.0

Total TPA Revenues Serviced

*

NA

*

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)

. 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. Staff dedicated to marketing, claims, and TPA departments are

excluded from the following head counts.

*Insufficient Data

Customer Service Representatives (FTE)

Customer Service Staff