2006 Best Practices Study

AGENCIES WITH REVENUES BETWEEN $10,000,000 AND $25,000,000

SERVICE STAFF INFO

2006

A.

Service Related Personnel

+25% Profit 48.0

+25% Growth

Average

Total # of Service Related Personnel*

63.0

57.1

*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

75.9% 75.0% 75.0%

Separate/Dedicated Claims Department

89.7% 87.5% 87.5%

Assistants for CSRs/Account Managers

89.3% 75.0% 87.5%

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

SERVICE STAFF INFO

Commercial P&C CSRs

Average Top 25%

Selling New Business (New or Acct Rounding) 4.2%

Number

31.0 63.0

Administration 6.8%

High Low

Marketing (Placement) 23.3%

7.3

Average Commissions Serviced

TECHNOLOGY

$324,773 $495,838

Customer Service 63.3%

Average Pay ($)

$50,578

Claims Processing 2.5%

Average Pay (as % of Book Serviced)

15.6%

INSURANCE CARRIERS

2006 Best Practices Study

93