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2013 Best

Practices Study

Agencies

with Revenues

Between

$5,000,000 and

$10,000,000

122

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

Key Benchmarks

Mgmt. Perspectives

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)

26.6

21.2

26.3

% of Peer Agencies Having:

Separate/Dedicated Marketing Department

58.1%

50.0%

80.0%

# of Marketing Staff

1.8

2.2

1.9

Separate/Dedicated Claims Department

53.5%

50.0%

40.0%

# of Claims Staff

1.6

1.3

1.5

Average

+25% Profit

+25% Growth

% of Peer Agencies Having:

Workers Comp TPA

*

*

*

# of Service Staff

*

*

*

Total TPA Revenues Serviced

*

*

*

Group Benefits TPA

9.3%

*

*

# of Service Staff

2.4

*

*

Total TPA Revenues Serviced

$150,266

*

*

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 Positions* 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

* 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

Average #

of Licensed

Employees:

38.1

(includes sales and

service/support staff)