2004 Best Practices Study

AGENCIES WITH REVENUES OVER $25,000,000

SERVICE STAFF INFO

EXECUTIVE PERSPECTIVES

A.

Service Related Personnel

Service Related Personnel are defined in the study as typically 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

“Without question, our greatest strength is the competent, experi- enced, dedicated professionals who work together effectively for the good of our clients.”

+25% Profit

+25% Growth

REVENUES/ EXPENSES

Average

Total Number of Service Related Personnel

193.4 184.3 189.3

FINANCIAL STABILITY

Service Structure

+25% Profit

+25% Growth

% of Agencies Having:

Average

Separate/Dedicated Marketing Department Separate/Dedicated Claims Department Assistants for CSRs/Account Managers

66.7% 100.0% 25.0% 93.3% 100.0% 100.0% 80.0% 75.0% 75.0%

EMPLOYEE OVERVIEW

B.

CSR Productivity by Line of Business In the following charts the number of 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). It also includes 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 client service positions.

PRODUCER INFO

SERVICE STAFF INFO

How Time Was Spent

Commercial P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 3.2%

Number

81.7

Administration 5.3%

TECHNOLOGY

High Low

208.0

24.0

Marketing (Placement) 29.5%

Average Commissions Serviced Average Pay ($) Average Pay (as % of Book Serviced)

$351,025 $481,008

INSURANCE CARRIERS

Customer Service 57.4%

$46,638

Claims Processing 4.6%

13.3%

APPENDIX

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