2001 Best Practices Study

Analysis of Agencies with Revenues Less Than $500,000

How Time Was Spent:

16.5% 15.7%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

9.7%

55.9%

Administration

2.3%

How Time Was Spent

2.3%

16.5%

15.7%

55.9%

9.7%

Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

4. Multi-line CSRs

Average

Top 25%

Number

1.9 4.5 0.5

High Low

Average Commissions Serviced

$116,375 $27,978

$220,467

Average Pay ($)

Average Pay (% of Book Serviced)

24.0%

How Time Was Spent:

13.8% 11.3% 10.9% 49.8% 14.2%

Selling New Business (New or Acct Rounding)

Marketing (Placement)

Claims Processing Customer Service

Administration

How Time Was Spent 13.8% 14.2%

11.3%

10.9%

49.8% Selling New Business (New or Acct Rounding) Marketing (Placement)

Claims Processing Customer Service Administration

31