2000 Best Practices Study

CSR Productivity (Agencies with Revenues Greater Than $10,000,000) continued… 3. Personal P&C CSRs Average Top 25% Number 13.3 High 41.0 Low 1.0 Average Commissions Serviced $149,023 $304,046 Average Pay ($) $29,879 Average Pay (% of Book Serviced) 20.0% How Time Was Spent: Selling New Business (New or Acct Rounding) 6.9% Marketing (Placement) 14.0% Claims Processing 4.7% Customer Service 69.8% Administration 4.5%

How Time Was Spent 6.9% 4.5%

14.0%

4.7%

69.8%

Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

Analysis of Agencies with Revenues Greater Than $10,000,000

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