2005 Best Practices Study

AGENCIES WITH REVENUES UNDER $500,000

SERVICE STAFF INFO

2005

A.

Service Related Personnel

+25% Profit

+25% Growth

Average

Total # of Service Related Personnel*

2.6

2.0

3.3

*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.

PROFILE

Service Structure

REVENUES/ EXPENSES

+25% Profit

+25% Growth

% of Agencies Having:

Average

Separate/Dedicated Marketing Department

10.5% 20.0% 20.0%

Separate/Dedicated Claims Department

0.0% 0.0% 0.0%

Assistants for CSRs/Account Managers

0.0% 0.0% 0.0%

FINANCIAL STABILITY

EMPLOYEE OVERVIEW

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.

PRODUCER INFO

How Time Was Spent

Commercial P&C CSRs

SERVICE STAFF INFO

Average Top 25%

Selling New Business (New or Acct Rounding) 15.0%

Number

1.1 3.0 0.5

Administration 8.6%

High Low

Marketing (Placement) 11.7%

Average Commissions Serviced

$135,740 $241,910

TECHNOLOGY

Customer Service 54.6%

Average Pay ($)

$33,262

Claims Processing 10.1%

Average Pay (as % of Book Serviced)

24.5%

INSURANCE CARRIERS

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