2004 Best Practices Study
AGENCIES WITH REVENUES OVER $25,000,000
E.
24/7 Customer Service
+25% Profit
+25% Growth
EXECUTIVE PERSPECTIVES
Average
% of Agencies Providing
26.7% 0.0% 50.0%
PROFILE
How 24/7 is Provided
Impact Scoring*
1
2
3
4
5
Very Negative
Somewhat Negative
Neutral Impact
Somewhat Positive
Very Positive
REVENUES/ EXPENSES
Impact Score* on Customer Satisfaction
% Providing
FINANCIAL STABILITY
Website
0.0%
0.00 4.00 4.00
After Hours Telephone Access/Servicing
25.0% 50.0% 50.0%
Both
Other** 4.50 **Pagers, rotating on-call employee, producer’s home phone # provided, carrier service centers, carrier 800 numbers, outsourced to CSR24 Service or Inscope
EMPLOYEE OVERVIEW
PRODUCER INFO
“A lot of the investments that we have made in technology have been made for the purpose of making life better for our support staff. Our ability to listen to them has helped us better equip them, which has resulted in significantly greater productivity and service.”
SERVICE STAFF INFO
TECHNOLOGY
INSURANCE CARRIERS
APPENDIX
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