2005 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $2,500,000 AND $5,000,000

SERVICE STAFF INFO

2005

A.

Service Related Personnel

+25% Profit 15.0

+25% Growth

Average

Total # of Service Related Personnel*

17.7

15.3

*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

51.6% 87.5% 62.5%

Separate/Dedicated Claims Department

48.4% 62.5% 37.5%

Assistants for CSRs/Account Managers

58.1% 62.5% 87.5%

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

SERVICE STAFF INFO

How Time Was Spent

Commercial P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 7.7%

Number

7.0

Administration 4.6%

High Low

16.5

Marketing (Placement) 19.9%

2.0

TECHNOLOGY

Average Commissions Serviced

$291,177 $451,146

Customer Service 63.5%

Average Pay ($)

$41,091

Claims Processing 4.4%

Average Pay (as % of Book Serviced)

INSURANCE CARRIERS

14.1%

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