93 / 123
AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000
2005
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
93
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*
62.0
63.3
69.0
% of Agencies Having:
Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department
72.4% 75.0% 50.0%
Separate/Dedicated Claims Department
86.2% 100.0% 75.0%
Assistants for CSRs/Account Managers
86.2% 75.0% 87.5%
Commercial P&C CSRs
Average Top 25%
Number
28.2
High
49.5
Low
11.0
Average
Commissions Serviced
$356,437 $534,444
Average Pay ($)
$50,634
Average Pay (as %
of Book Serviced)
14.2%
How Time Was Spent
Marketing
(Placement)
23.8%
Customer
Service
64.0%
Administration
7.0%
Selling New Business
(New or Acct Rounding)
3.3%
Claims
Processing
1.9%
*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.