2005 Best Practices Study
AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000
SERVICE STAFF INFO
2005
A.
Service Related Personnel
+25% Profit 63.3
+25% Growth
Average
Total # of Service Related Personnel*
62.0
69.0
*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
72.4% 75.0% 50.0%
Separate/Dedicated Claims Department
86.2% 100.0% 75.0%
Assistants for CSRs/Account Managers
86.2% 75.0% 87.5%
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) 3.3%
Number
28.2 49.5 11.0
Administration 7.0%
High Low
Marketing (Placement) 23.8%
Average Commissions Serviced
TECHNOLOGY
$356,437 $534,444
Customer Service 64.0%
Average Pay ($)
$50,634
Claims Processing 1.9%
Average Pay (as % of Book Serviced)
14.2%
INSURANCE CARRIERS
93
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