109 / 123
AGENCIES WITH REVENUES OVER $25,000,000
2005
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
109
SERVICE STAFF INFO
A.
Service Related Personnel
Service Structure
B.
CSR Productivity by Line of Business
CSRs includes Account Executives
(non-producer position)
, Senior CSRs, CSRs, Account Managers, Assistant CSRs,
etc.
(i.e., positions with main responsibility for client service or main responsibility to support the AE, CSR/AM in
providing client services)
as well as 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 equivalent CSR
positions.
Average
+25%
Profit
+25%
Growth
Total # of Service Related Personnel*
169.1 169.8
134.9
% of Agencies Having:
Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department
66.7% 100.0% 50.0%
Separate/Dedicated Claims Department
100.0% 100.0% 100.0%
Assistants for CSRs/Account Managers
73.3% 50.0% 25.0%
Commercial P&C CSRs
Average Top 25%
Number
81.8
High
177.0
Low
29.0
Average
Commissions Serviced
$377,378 $561,625
Average Pay ($)
$49,853
Average Pay (as %
of Book Serviced)
13.2%
How Time Was Spent
Marketing
(Placement)
28.9%
Customer
Service
60.2%
Administration
5.2%
Selling New Business
(New or Acct Rounding)
2.4%
Claims
Processing
3.3%
*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.