120 / 186
SERVICE STAFF INFO
A.
Service Related Personnel
Service Related Personnel are defined in the study as typically 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.
Service Structure
B.
CSR Productivity by Line of Business
In the following charts the number of 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).
It also includes 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 client service positions.
AGENCIES WITH REVENUES BETWEEN $5,000,000 AND $10,000,000
EXECUTIVE
PERSPECTIVES
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
APPENDIX
119
Average
+25%
Profit
+25%
Growth
Total Number of Service
Related Personnel
30.2 27.2 27.6
"We know that if we hire and
develop only the best employees,
the rest will take care of itself."
% of Agencies Having:
Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department
58.1% 37.5% 37.5%
Separate/Dedicated Claims Department
80.6% 87.5% 87.5%
Assistants for CSRs/Account Managers
58.1% 37.5% 75.0%
Commercial P&C CSRs
Average Top 25%
Number
11.9
High
22.0
Low
6.2
Average
Commissions Serviced
$342,492 $457,001
Average Pay ($)
$41,962
Average Pay (as %
of Book Serviced)
12.3%
How Time Was Spent
Marketing
(Placement)
23.8%
Customer
Service
61.9%
Administration
5.5%
Selling New Business
(New or Acct Rounding)
6.6%
Claims
Processing
2.2%