2005 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $5,000,000 AND $10,000,000

SERVICE STAFF INFO

2005

A.

Service Related Personnel

+25% Profit 30.1

+25% Growth

Average

Total # of Service Related Personnel*

29.9

30.8

*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

57.6% 77.8% 44.4%

Separate/Dedicated Claims Department

72.7% 77.8% 66.7%

Assistants for CSRs/Account Managers

66.7% 55.6% 66.7%

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

How Time Was Spent

SERVICE STAFF INFO

Commercial P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 5.6%

Number

12.4 23.5

Administration 5.7%

High Low

Marketing (Placement) 21.1%

5.0

Average Commissions Serviced

TECHNOLOGY

$329,437 $460,281

Customer Service 64.8%

Average Pay ($)

$44,210

Claims Processing 2.8%

Average Pay (as % of Book Serviced)

INSURANCE CARRIERS

13.4%

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