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AGENCIES WITH REVENUES BETWEEN $5,000,000 AND $10,000,000

2005

PROFILE

REVENUES/

EXPENSES

FINANCIAL

STABILITY

EMPLOYEE

OVERVIEW

PRODUCER

INFO

SERVICE

STAFF

INFO

TECHNOLOGY

INSURANCE

CARRIERS

77

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*

29.9

30.1

30.8

% of Agencies Having:

Average

+25%

Profit

+25%

Growth

Separate/Dedicated Marketing Department

57.6% 77.8% 44.4%

Separate/Dedicated Claims Department

72.7% 77.8% 66.7%

Assistants for CSRs/Account Managers

66.7% 55.6% 66.7%

Commercial P&C CSRs

Average Top 25%

Number

12.4

High

23.5

Low

5.0

Average

Commissions Serviced

$329,437 $460,281

Average Pay ($)

$44,210

Average Pay (as %

of Book Serviced)

13.4%

How Time Was Spent

Marketing

(Placement)

21.1%

Customer

Service

64.8%

Administration

5.7%

Selling New Business

(New or Acct Rounding)

5.6%

Claims

Processing

2.8%

*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.