2012 Best Practices Study

2012 Best Practices Study

Key Benchmarks Profile

SERVICE STAFF INFORMATION

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

77. Service Staff — Typically non-commissioned personnel 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. 78. Service/Sales Support Staff — A subset of 77. Includes Account Managers, Customer Service Representatives (CSRs), Assistant CSRs, Processors, Claims Specialists, Placers/Marketers, etc.. 79. Account Executives —A subset of 77. Senior level service position whose responsibility is to manage the overall service plan/activities for an existing book of business. 80. Average Pay per Service Staff — Includes salary, bonus, and commission, but does not include employee benefits.

INSURANCE CARRIERS

81. Top Carrier Commissions: Small Commercial Accounts — Accounts generating less than $7,500 in commission income. 82. Carrier Service Center Use — Carriers with whom agency has the option of placing policies in their service centers (i.e., the carrier will assume the role of providing customer service to the policyholder).

2012 Best Practices Study

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