2006 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $500,000 AND $1,250,000

How Time Was Spent

Group L&H CSRs

2006

Average Top 25%

Selling New Business (New or Acct Rounding) 25.0%

Number

0.7 1.0 0.1

Administration 5.0%

High Low

Average Commissions Serviced

PROFILE

$96,200 $165,000

Marketing (Placement) 15.8%

Average Pay ($)

$13,800

Customer Service 44.2%

Claims Processing 10.0%

Average Pay (as % of Book Serviced)

14.3%

REVENUES/ EXPENSES

FINANCIAL STABILITY

How Time Was Spent

Personal P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 18.4%

Number

2.3 5.0 0.4

Administration 4.3%

High Low

Marketing (Placement) 15.8%

EMPLOYEE OVERVIEW

Average Commissions Serviced

$142,579 $207,657

Average Pay ($)

$30,483

Claims Processing 9.7%

Customer Service 51.9%

Average Pay (as % of Book Serviced)

PRODUCER INFO

21.4%

SERVICE STAFF INFO

Multi-Line CSRs

How Time Was Spent

Average Top 25%

Number

1.7 3.0 1.0

Selling New Business (New or Acct Rounding) 16.9%

High Low

Administration 10.0%

TECHNOLOGY

Marketing (Placement) 12.5% Claims Processing 8.9%

Average Commissions Serviced

$176,485 $238,581

Average Pay ($)

$32,128

INSURANCE CARRIERS

Average Pay (as % of Book Serviced)

Customer Service 51.7%

18.2%

2006 Best Practices Study

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