2002 Best Practices Study

Analysis of Agencies with Revenues Less Than $500,000

How Time Was Spent:

15.3% 13.3%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

7.6%

58.1%

Administration

5.8%

How Time Was Spent 15.3% 5.8%

13.3%

7.6%

58.1%

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

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

1.7 3.0 0.5

High Low

Average Commissions Serviced

$108,926 $28,914

$144,013

Average Pay ($)

Average Pay (% of Book Serviced)

26.5%

How Time Was Spent:

22.5% 21.9%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

9.4%

39.4%

Administration

6.9%

How Time Was Spent

6.9%

22.5%

39.4%

21.9%

9.4%

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

Claims Processing Customer Service Administration

23