2007 Best Practices Study

Agencies with Revenues Between $2,500,000 and $5,000,000

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

Number

5.9

Administration 4.1% Selling New Business 7.7%

Claims Processing 4.4% Marketing (Placement) 20.5%

High

11.0

Low

1.7

Average Book Serviced (Commissions) $327,383 $526,274

Customer Service 63.4%

Average Pay ($)

$44,789

Average Pay (% of Book Serviced)

13.7%

Group L&H CSRs/Account Managers

Number

1.9

Selling New Business 14.6%

Marketing (Placement) 24.0%

High

4.0

Administration 9.9%

Low

0.3

Average Book Serviced (Commissions) $293,684 $525,875

Claims Processing 11.9%

Average Pay ($)

$34,523

Customer Service 39.6%

Average Pay (% of Book Serviced)

11.8%

Personal P&C CSRs/Account Managers

Claims Processing 5.7% Marketing (Placement) 20.0%

Selling New Business 19.2%

Number

6.3

High

20.0

Low

1.0

Administration 3.2%

Average Book Serviced (Commissions) $170,690 $245,330

Average Pay ($)

$34,792

Customer Service 51.8%

Average Pay (% of Book Serviced)

20.4%

Multi-Line CSRs/Account Managers

Number

*

High

*

Low

*

Insufficient Data

Average Book Serviced (Commissions)

*

*

Average Pay ($)

*

Average Pay (% of Book Serviced)

*

*Insufficient Data

82 2007 Best Practices Study | Agencies with Revenues Between $2,500,000 and $5,000,000 | Service Staff Info