144 / 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 $10,000,000 AND $25,000,000
EXECUTIVE
PERSPECTIVES
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
APPENDIX
143
Average
+25%
Profit
+25%
Growth
Total Number of Service
Related Personnel
62.8 68.5 66.4
“Our strategy is to over-serve the
top 20% of our clients and to
focus our new business efforts on
adding to the top 20%.”
% of Agencies Having:
Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department
65.6% 87.5% 50.0%
Separate/Dedicated Claims Department
90.6% 87.5% 87.5%
Assistants for CSRs/Account Managers
78.1% 75.0% 75.0%
Commercial P&C CSRs
Average Top 25%
Number
29.7
High
72.0
Low
11.0
Average
Commissions Serviced
$352,782 $554,890
Average Pay ($)
$44,134
Average Pay (as %
of Book Serviced)
12.5%
How Time Was Spent
Marketing
(Placement)
27.2%
Customer
Service
60.2%
Administration
6.7%
Selling New Business
(New or Acct Rounding)
4.3%
Claims
Processing
1.7%