186 / 204
2013 Best
Practices Study
Agencies
with
Revenues
Over
$25,000,000
186
Analysis of Agencies with Revenues Over $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)
155.3
158.4
167.0
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
61.5%
66.7%
83.3%
# of Marketing Staff
10.1
17.3
6.3
Separate/Dedicated Claims Department
88.5%
66.7%
100.0%
# of Claims Staff
10.4
9.3
12.5
Average
+25% Profit
+25% Growth
% of Peer Agencies Having:
Workers Comp TPA
19.2%
*
*
# of Service Staff
7.7
*
*
Total TPA Revenues Serviced
$880,133
*
*
Group Benefits TPA
11.5%
*
*
# of Service Staff
6.2
*
*
Total TPA Revenues Serviced
$856,259
*
*
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:
210.6
(includes sales and
service/support staff)