2001 Best Practices Study

Analysis of Agencies with Revenues Between $500,000 and $1,250,000

F. CSR Productivity

1. Commercial P&C CSRs

Average

Top 25%

Number

2.2 4.5 1.0

High Low

Average Commissions Serviced

$189,952 $33,826

$288,735

Average Pay ($)

Average Pay (% of Book Serviced)

17.8%

How Time Was Spent:

Selling New Business (New or Acct Rounding)

8.5%

Marketing (Placement)

16.6%

Claims Processing Customer Service

8.1%

61.1%

Administration

5.7%

How Time Was Spent

5.7%

8.5%

16.6%

8.1%

61.1%

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

Claims Processing Customer Service Administration

2. Group Life & Health CSRs

Average

Top 25%

Number

0.7 1.5 0.3

High Low

Average Commissions Serviced

$66,348 $16,639

$247,083

Average Pay ($)

Average Pay (% of Book Serviced)

25.1%

How Time Was Spent:

Selling New Business (New or Acct Rounding)

12.1% 20.2%

Marketing (Placement)

Claims Processing Customer Service

5.7%

56.4%

Administration

5.6%

50