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. |
| |
Average |
+25%
Profit |
+25%
Growth |
| Total
# of Service Staff: |
| (as
defined above) |
152.8 |
129.3 |
148.4 |
| %
of Peer Agencies Having: |
| Separate/Dedicated
Marketing Department |
60.0% |
71.4% |
57.1% |
| Separate/Dedicated
Claims Department |
80.0% |
71.4% |
71.4% |
| Assistants
for CSRs/Account Managers |
92.0% |
85.7% |
100.0% |
| |
Average |
+25%
Profit |
+25%
Growth |
| %
of Peer Agencies Having: |
| Workers
Comp TPA |
28.0% |
0.0% |
57.1% |
 #
of Service Staff |
9.7 |
* |
6.6 |
| Total
TPA Revenues Serviced |
$824,854 |
* |
$574,292 |
| Group
Benefits TPA |
16.0% |
14.3% |
28.6% |
| #
of Service Staff |
29.4 |
* |
* |
| Total
TPA Revenues Serviced |
$7,730,221 |
* |
* |
|
