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) |
168.8 |
193.7 |
119.7 |
| %
of Peer Agencies Having: |
| Separate/Dedicated
Marketing Department |
55.6% |
57.1% |
57.1% |
| Separate/Dedicated
Claims Department |
77.8% |
57.1% |
85.7% |
| Assistants
for CSRs/Account Managers |
85.2% |
57.1% |
85.7% |
| |
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 |
|
