2009 Best Practices Study

Agencies with Revenues Over $25,000,000

Profile

Revenues/ Expenses

Financial Stability

Employee Overview

Producer Info

Service Staff Info

Technology

Insurance Carriers

Appendix

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:

168.8

193.7

119.7

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

55.6% 77.8% 85.2%

57.1% 57.1% 57.1%

57.1% 85.7% 85.7%

TPA Service Staff

Average

+25% Profit

+25% Growth

% of Peer Agencies Having: Workers Comp TPA

22.2%

28.6%

14.3%

# of Service Staff

15.5

15.5

* *

Total TPA Revenues Serviced

$1,658,016

$1,679,352

Group Benefits TPA

18.5%

14.3%

28.6%

# of Service Staff

14.5

* *

17.9

Total TPA Revenues Serviced

$2,909,464

$1,782,204

*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) . 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. Staff dedicated to marketing, claims, and TPA departments are excluded from the following head counts.

115 2009 Best Practices Study | Agencies with Revenues Over $25,000,000 | Service Staff Info