77 / 186
E.
24/7 Customer Service
How 24/7 is Provided
AGENCIES WITH REVENUES BETWEEN $1,250,000 AND $2,500,000
76
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
22.6% 12.5% 25.0%
% Providing
Impact Score*
on Customer
Satisfaction
Website
28.6%
3.25
After Hours Telephone Access/Servicing
0.0%
0.00
Both
71.4%
4.00
Other**
28.6%
5.00
**Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800
numbers, outsourced to CSR24 Service or Inscope
"Getting to a paperless environment and mentality was very difficult, but
the resulting efficiency is incredible. When the phone rings, the entire cus-
tomer file is at our fingertips; whether a producer, a CSR, or admin person
is getting the call."
1
5
Very
Negative
Somewhat
Negative
Neutral
Impact
Somewhat
Positive
Very
Positive
2
3
4
Impact Scoring*