2005 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $500,000 AND $1,250,000

How Time Was Spent

Group L&H CSRs

2005

Average Top 25%

Selling New Business (New or Acct Rounding) 30.4%

Number

0.7 1.0 0.1

Administration 20.5%

High Low

Average Commissions Serviced

PROFILE

$92,348 $201,000

Marketing (Placement) 10.6%

Average Pay ($)

$16,075

Customer Service 32.7%

Claims Processing 5.8%

Average Pay (as % of Book Serviced)

17.4%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 16.8%

Number

2.1 5.0 0.4

Administration 3.8%

High Low

Marketing (Placement) 12.7%

EMPLOYEE OVERVIEW

Average Commissions Serviced

$158,441 $231,399

Average Pay ($)

$28,123

Claims Processing 5.2%

Customer Service 61.5%

Average Pay (as % of Book Serviced)

PRODUCER INFO

17.7%

SERVICE STAFF INFO

Multi-Line CSRs

How Time Was Spent

Average Top 25%

Number

2.4 6.0 1.0

Selling New Business (New or Acct Rounding) 34.6%

High Low

Administration 9.3%

TECHNOLOGY

Average Commissions Serviced

$271,397 $385,061

Marketing (Placement) 17.1%

Average Pay ($)

$34,083

INSURANCE CARRIERS

Average Pay (as % of Book Serviced)

Customer Service 29.6%

Claims Processing 9.4%

12.6%

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