2006 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $1,250,000 AND $2,500,000

SERVICE STAFF INFO

2006

A.

Service Related Personnel

+25% Profit

+25% Growth

Average

Total # of Service Related Personnel*

7.6

6.6

6.7

*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

28.0% 14.3% 28.6%

Separate/Dedicated Claims Department

24.0% 14.3% 14.3%

Assistants for CSRs/Account Managers

36.0% 42.9% 14.3%

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) 10.0%

Number

3.3 6.4 1.0

Administration 5.4%

High Low

TECHNOLOGY

Marketing (Placement) 20.6%

Average Commissions Serviced

$280,062 $386,948

Claims Processing 6.6%

Customer Service 57.5%

Average Pay ($)

$41,880

INSURANCE CARRIERS

Average Pay (as % of Book Serviced)

15.0%

2006 Best Practices Study

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