2014 Best Practices Study

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2014 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
Average +25% Profit +25% Growth
Total # of Service Staff
(as defined above; excludes any TPA service staff) 164.5 139.3 154.4
% of Peer Agencies Having
Separate/Dedicated Marketing Department 58.6% 42.9% 42.9%
# of Marketing Staff 8.9 6.9 2.7
Separate/Dedicated Claims Department 86.2% 71.4% 85.7%
# of Claims Staff 11.3 9.1 13.8
Average +25% Profit +25% Growth
% of Peer Agencies Having
Workers Comp TPA 20.7% 0.0% 14.3%
# of Service Staff 11.7 * *
Total TPA Revenues Serviced $1,562,860 * *
Group Benefits TPA 6.9% 14.3% 0.0%
# 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 soliciting of new clients.
Service & Sales Support Positions1 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