2005 Best Practices Study
AGENCIES WITH REVENUES OVER $25,000,000
SERVICE STAFF INFO
2005
A.
Service Related Personnel
+25% Profit
+25% Growth 134.9
Average
Total # of Service Related Personnel*
169.1 169.8
*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
66.7% 100.0% 50.0%
Separate/Dedicated Claims Department
100.0% 100.0% 100.0%
Assistants for CSRs/Account Managers
73.3% 50.0% 25.0%
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) 2.4%
Number
81.8
Administration 5.2%
High Low
177.0
Marketing (Placement) 28.9%
29.0
TECHNOLOGY
Average Commissions Serviced
$377,378 $561,625
Claims Processing 3.3%
Customer Service 60.2%
Average Pay ($)
$49,853
Average Pay (as % of Book Serviced)
INSURANCE CARRIERS
13.2%
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