2015 Best Practices Study
Analysis of Agencies with Revenues Between $2,500,000 and $5,000,000
Key Benchmarks Profile
Service Staff Productivity
Revenues Expenses Profitability Employee Overview Producer Info Service Staff Info Technology Insurance Carriers Appendix
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 solicitation of new clients. Service & Sales Support Positions 1 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 1 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
Top 25% Profit Top 25% Growth
Total # of Service Staff
(as defined above; excludes any TPA service staff)
12.5
10.2
11.0
% of Peer Agencies Having Separate/Dedicated Marketing Department
36.2%
27.3%
9.1%
# of Marketing Staff
1.1
1.0
1.5
Separate/Dedicated Claims Department
46.8%
36.4%
54.5%
# of Claims Staff
0.9
0.8
0.9
TPA Service Staff
Average
Top 25% Profit Top 25% Growth
% of Peer Agencies Having Workers Comp TPA
2015 Best Practices Study
0.0%
0.0%
0.0%
# of Service Staff
0.0
0.0
0.0
Agencies with Revenues Between $2,500,000 and $5,000,000
Total TPA Revenues Serviced
$0
$0
$0
Group Benefits TPA
0.0%
0.0%
0.0%
# of Service Staff
0.0
0.0
0.0
Total TPA Revenues Serviced
$0
$0
$0
73
Note: See page 163 for an explanation of column headings
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