2007 Best Practices Study

Agencies with Revenues Between $1,250,000 and $2,500,000

Executive Perspectives

Profile

Revenues/ Expenses

Financial Stability

Employee Overview

Producer Info

Service Staff Info

Technology

Insurance Carriers

Appendix

“We really try to elevate the CSRs’ role, to do more and more of the jobs our producers are now doing to try. We want to keep the producers free to go and produce. So, the CSRs benefit based on the success of the producers. 10% of the first year’s new commission goes into a pool that’s split between our CSRs. Yesterday we got together and celebrated the largest CSR bonus pool they’ve ever received.”

Service Staff

Service Staff is defined in the study as typically 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.

Customer Service Staff

Average

+25% Profit

+25% Growth

Total # of Service Staff: (as defined above) % of Peer Agencies Having:

8.7

6.0

8.6

Separate/Dedicated Marketing Department Separate/Dedicated Claims Department Assistants for CSRs/Account Managers

30.0% 13.3% 36.7%

25.0%

25.0% 25.0% 62.5%

0.0%

37.5%

TPA Service Staff

Average

+25% Profit

+25% Growth

% of Peer Agencies Having: Workers Comp TPA

3.3%

12.5%

0.0%

# of Service Staff

* *

* *

* *

Total TPA Revenues Serviced

Group Benefits TPA

3.3%

12.5%

0.0%

# of Service Staff

* *

* *

* *

Total TPA Revenues Serviced

*Insufficient Data

Customer Service Representatives (FTE)

In the following charts the number of 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) . It also includes 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 CSR positions.

51 2007 Best Practices Study | Agencies with Revenues Between $1,250,000 and $2,500,000 | Service Staff Info