2005 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $1,250,000 AND $2,500,000

How Time Was Spent

Group L&H CSRs

2005

Average Top 25%

Selling New Business (New or Acct Rounding) 17.2%

Number

1.0 2.0 0.3

Administration 8.6%

High Low

Marketing (Placement) 13.3%

Average Commissions Serviced

PROFILE

$215,026 $431,365

Claims Processing 10.3%

Average Pay ($)

$28,395

Customer Service 50.6%

Average Pay (as % of Book Serviced)

13.2%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 13.6%

Number

3.1 8.0 0.5

Administration 3.8%

High Low

Marketing (Placement) 17.2%

EMPLOYEE OVERVIEW

Average Commissions Serviced

$154,182 $206,771

Claims Processing 6.3%

Average Pay ($)

$34,459

Customer Service 59.1%

Average Pay (as % of Book Serviced)

PRODUCER INFO

22.3%

SERVICE STAFF INFO

Multi-Line CSRs

How Time Was Spent

Average Top 25%

Number

2.0 4.0 1.0

Selling New Business (New or Acct Rounding) 12.8%

High Low

Administration 4.5%

TECHNOLOGY

Marketing (Placement) 12.2%

Average Commissions Serviced

$225,790

*

Claims Processing 6.0%

Average Pay ($)

$39,586

INSURANCE CARRIERS

Average Pay (as % of Book Serviced)

Customer Service 64.5%

17.5%

*Insufficient Data

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