154 / 204
2013 Best
Practices Study
Agencies
with Revenues
Between
$10,000,000 and
$25,000,000
154
Analysis of Agencies with Revenues Between $10,000,000 and $25,000,000
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)
48.4
38.2
49.6
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
54.5%
37.5%
37.5%
# of Marketing Staff
3.8
2.9
1.3
Separate/Dedicated Claims Department
75.8%
87.5%
37.5%
# of Claims Staff
2.7
1.9
3.6
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
*
*
*
# of Service Staff
*
*
*
Total TPA Revenues Serviced
*
*
*
Group Benefits TPA
*
*
*
# 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 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:
75.7
(includes sales and
service/support staff)