2006 Best Practices Study

AGENCIES WITH REVENUES UNDER $500,000

SERVICE STAFF INFO

2006

A.

Service Related Personnel

+25% Profit

+25% Growth

Average

Total # of Service Related Personnel*

2.4

2.0

2.3

*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

0.0% 0.0% 0.0%

Separate/Dedicated Claims Department

0.0% 0.0% 0.0%

Assistants for CSRs/Account Managers

20.0% 25.0% 50.0%

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

How Time Was Spent

Commercial P&C CSRs

SERVICE STAFF INFO

Average Top 25%

Selling New Business (New or Acct Rounding) 13.8%

Number

0.8 1.0 0.5

Administration 7.0%

High Low

Marketing (Placement) 8.0%

Average Commissions Serviced

$176,086 $219,629

TECHNOLOGY

Claims Processing 6.8%

Customer Service 64.5%

Average Pay ($)

$32,000

Average Pay (as % of Book Serviced)

18.2%

INSURANCE CARRIERS

2006 Best Practices Study

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