2013 Best Practices Study
Analysis of Agencies with Revenues Between $1,250,000 and $2,500,000
Key Benchmarks Mgmt. Perspectives Profile Revenues Expenses Profitability Employee Overview Producer Info Service Staff Info Technology Insurance Carriers Appendix
Service Staff Productivity
Service & Sales Support Staff Definition • Typically non-commissioned employees • Provide service to the agency’s clients • Support producers in the sale of new business and retention of existing business Some service positions may earn commission income but typically a majority of their pay is fixed and a majority of their time is devoted to service rather than the soliciting of new clients. Service & Sales Support Positions* Included in Full-time Equivalent Headcounts • Account Executives (AE) - senior level service representatives • Account Managers, Customer Service Representatives (CSRs) • Assistant CSRs, Processors • Claims Staff • Placers/Marketers • Department Managers - who also service clients * Position titles are general categories since specific job titles vary from agency to agency Administrative personnel such as accounting, mail room, and reception are not included in service benchmarks unless a portion of their time is dedicated to service.
Service Staff Overview
Average
+25% Profit +25% Growth
Total # of Service Staff:
(as defined above; excludes any TPA service staff)
7.8
7.3
7.8
% of Peer Agencies Having:
Separate/Dedicated Marketing Department
26.5%
* * * *
* * * *
# of Marketing Staff
0.9
Separate/Dedicated Claims Department
* *
# of Claims Staff
*Insufficient Data
TPA Service Staff
Average
+25% Profit
+25% Growth
% of Peer Agencies Having: Workers Comp TPA
* * * * * *
* * * * * *
* * * * * *
# of Service Staff
2013 Best Practices Study
Total TPA Revenues Serviced
Group Benefits TPA
Agencies with Revenues Between $1,250,000 and $2,500,000
# of Service Staff
Total TPA Revenues Serviced
*Insufficient Data
Average # of Licensed Employees:
11.8
(includes sales and service/support staff)
58
Made with FlippingBook