2006 Best Practices Study

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AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000
2006
PROFILE
REVENUES/
EXPENSES
FINANCIAL
STABILITY
EMPLOYEE
OVERVIEW
PRODUCER
INFO
SERVICE
STAFF
INFO
TECHNOLOGY
INSURANCE
CARRIERS
93 2006 Best Practices Study
SERVICE STAFF INFO
A. Service Related Personnel
Service Structure
B. CSR Productivity by Line of Business
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) as well as 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 CSR
positions.
Average
+25%
Profit
+25%
Growth
Total # of Service Related Personnel* 63.0 48.0 57.1
% of Agencies Having: Average
+25%
Profit
+25%
Growth
Separate/Dedicated Marketing Department 75.9% 75.0% 75.0%
Separate/Dedicated Claims Department 89.7% 87.5% 87.5%
Assistants for CSRs/Account Managers 89.3% 75.0% 87.5%
Commercial P&C CSRs
Average Top 25%
Number 31.0
High 63.0
Low 7.3
Average
Commissions Serviced $324,773 $495,838
Average Pay ($) $50,578
Average Pay (as %
of Book Serviced) 15.6%
How Time Was Spent
Marketing
(Placement)
23.3%
Customer
Service
63.3%
Administration
6.8%
Selling New Business
(New or Acct Rounding)
4.2%
Claims
Processing
2.5%
*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.