2007 Best Practices Study

Agencies with Revenues Between $1,250,000 and $2,500,000

Executive Perspectives

Profile

Revenues/ Expenses

Financial Stability

Employee Overview

Producer Info

Service Staff Info

Technology

Insurance Carriers

Appendix

Productivity—CSRs

Average Top 25%

How Time Was Spent

Commercial P&C CSRs/Account Managers

Selling New Business 14.2%

Number

3.5

Claims Processing 6.6% Marketing (Placement) 18.2%

High

9.0

Administration 5.4%

Low

1.0

Average Book Serviced (Commissions) $294,719 $425,791

Average Pay ($)

$41,972

Customer Service 55.7%

Average Pay (% of Book Serviced)

14.2%

Group L&H CSRs/Account Managers

Selling New Business 12.2%

Number

1.2

Claims Processing 13.9% Marketing (Placement) 20.0%

High

2.8

Low

0.1

Administration 15.3%

Average Book Serviced (Commissions) $220,803 $478,606

Average Pay ($)

$28,473

Customer Service 38.4%

Average Pay (% of Book Serviced)

12.9%

Personal P&C CSRs/Account Managers

Selling New Business 19.0%

Number

3.4

Marketing (Placement) 14.4%

High

9.0

Administration 5.3%

Low

0.7

Claims Processing 7.9%

Average Book Serviced (Commissions) $155,214 $264,600

Average Pay ($)

$33,699

Customer Service 53.4%

Average Pay (% of Book Serviced)

21.7%

Multi-Line CSRs/Account Managers

Claims Processing 7.4% Marketing (Placement) 12.6%

Selling New Business 13.0%

Number

2.1

High

5.0

Administration 10.0%

Low

1.0

Average Book Serviced (Commissions) $247,760 $360,130

Average Pay ($)

$31,391

Customer Service 57.0%

Average Pay (% of Book Serviced)

12.7%

52 2007 Best Practices Study | Agencies with Revenues Between $1,250,000 and $2,500,000 | Service Staff Info