2011 Best Practices Study

Analysis of Agencies with Revenues Over $25,000,000

Key Benchmarks Profile

Service Staff Productivity

Service Staff is defined in the study as typically non-commissioned employees who are responsible for providing service to the agency’s clients and/or supporting producers in the sale of new business and the retention of existing business. (Some service positions may earn commission income but a majority of their pay is fixed.) Senior level service staff is referred to as Account Executives (AEs) . All others including Account Managers, Customer Service Reps (CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc. are referred to as Service/ Sales Support Staff .

Revenues Expenses Profitability Employee Overview Producer Info Staff Service Info Technology Insurance Carriers Appendix

Service Staff Overview

Average

+25% Profit +25% Growth

Total # of Service Staff:

(as defined above; excludes any TPA service staff)

164.2

206.6

114.0

% of Agencies Having:

Separate/Dedicated Marketing Department

60.0%

80.0%

60.0%

# of Marketing Staff

9.8

13.0

9.7

Separate/Dedicated Claims Department

80.0%

40.0%

60.0%

# of Claims Staff

10.9

21.5

12.7

TPA Service Staff

Average

+25% Profit

+25% Growth

% of Agencies Having: Workers Comp TPA

30.0%

20.0%

0.0%

# of Service Staff

28.6

*

*

Total TPA Revenues Serviced

$3,068,842

Group Benefits TPA

10.0%

0.0%

0.0%

# of Service Staff

*

*

*

Total TPA Revenues Serviced

*

*

*

*Insufficient Data

Average # of Licensed Employees:

232.6 (includes sales and service/support staff)

2011 Best Practices Study

Agencies with Revenues Over $25,000,000

138