173 / 186
E.
24/7 Customer Service
How 24/7 is Provided
AGENCIES WITH REVENUES OVER $25,000,000
172
EXECUTIVE
PERSPECTIVES
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
APPENDIX
Average
+25%
Profit
+25%
Growth
% of Agencies Providing
26.7% 0.0% 50.0%
% Providing
Impact Score*
on Customer
Satisfaction
Website
0.0%
0.00
After Hours Telephone Access/Servicing
25.0%
4.00
Both
50.0%
4.00
Other**
50.0%
4.50
**Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800
numbers, outsourced to CSR24 Service or Inscope
“A lot of the investments that we have made in technology have been
made for the purpose of making life better for our support staff. Our ability
to listen to them has helped us better equip them, which has resulted in
significantly greater productivity and service.”
1
5
Very
Negative
Somewhat
Negative
Neutral
Impact
Somewhat
Positive
Very
Positive
2
3
4
Impact Scoring*