2006 Best Practices Study

AGENCIES WITH REVENUES OVER $25,000,000

SERVICE STAFF INFO

2006

A.

Service Related Personnel

+25% Profit

+25% Growth 175.0

Average

Total # of Service Related Personnel*

164.5 148.0

*Non-commissioned employees who have responsibility -- either directly (e.g., Account Executives (AE), Account Managers (AM), Customer Service Representatives (CSRs), Assistant CSRs, etc.) or indirectly (e.g., Claims Specialist, Placer/Marketer, etc.) -- to provide or support the delivery of service to the agency’s clients.

PROFILE

Service Structure

REVENUES/ EXPENSES

+25% Profit

+25% Growth

% of Agencies Having:

Average

Separate/Dedicated Marketing Department

64.7% 100.0% 80.0%

Separate/Dedicated Claims Department

100.0% 100.0% 100.0%

Assistants for CSRs/Account Managers

76.5% 100.0% 80.0%

FINANCIAL STABILITY

EMPLOYEE OVERVIEW

B.

CSR Productivity by Line of Business CSRs includes Account Executives (non-producer position) , Senior CSRs, CSRs, Account Managers, Assistant CSRs, etc. (i.e., positions with main responsibility for client service or main responsibility to support the AE, CSR/AM in providing client services) as well as the department managers who spend a portion of their time servicing clients. Respondents were instructed to use decimals to accurately represent the actual number of full-time equivalent CSR positions.

PRODUCER INFO

SERVICE STAFF INFO

How Time Was Spent

Commercial P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 3.2%

Number

76.1

Administration 5.5%

High Low

206.0

Marketing (Placement) 30.8%

29.0

TECHNOLOGY

Average Commissions Serviced

$395,502 $599,618

Claims Processing 2.9%

Customer Service 57.6%

Average Pay ($)

$53,059

Average Pay (as % of Book Serviced)

INSURANCE CARRIERS

13.4%

2006 Best Practices Study

109