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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 $1,250,000 AND $2,500,000
EXECUTIVE
PERSPECTIVES
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
APPENDIX
71
Average
+25%
Profit
+25%
Growth
Total Number of Service
Related Personnel
10.1 8.6 10.7
“Service is the name of our industry.
It is essential to retention. It is too
expensive to lose business and
write new business."
% of Agencies Having:
Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department
25.8% 0.0% 50.0%
Separate/Dedicated Claims Department
35.5% 25.0% 37.5%
Assistants for CSRs/Account Managers
48.4% 50.0% 50.0%
Commercial P&C CSRs
Average Top 25%
Number
3.7
High
8.6
Low
1.0
Average
Commissions Serviced
$265,271 $398,073
Average Pay ($)
$37,693
Average Pay (as %
of Book Serviced)
14.2%
How Time Was Spent
Marketing
(Placement)
18.1%
Customer
Service
67.2%
Administration
3.3%
Selling New Business
(New or Acct Rounding)
6.1%
Claims
Processing
5.3%