The Academy of Producer Insurance Studies has published a new study on customer service representatives, The CSR Profile: Facing Challenges in Customer Service. Based on the survey results of over 1,000 CSRs, it updates information from The Academy’s 1995 study while it adds significant new information.
Key comparisons to the previous publication identify some interesting new trends. One important feature of the profile is that the results are based on responses from the CSRs themselves. Thus, CSRs are able to voice their opinions about where they see opportunity for advancement, the skills they most need assistance with, and the most frustrating and rewarding parts of their jobs.
The profile provides practical information for commercial lines and personal lines CSRs. Key findings and analyses are included in the areas of compensation, servicing volume, responsibilities, skills, knowledge and experience. Survey results on agency operations and systems are also included. CSRs can use the profile to compare themselves to others in their peer group.
They can compare their compensation and servicing volume as well as discover what responsibilites, skills and knowledge their fellow CSRs possess. The profile can be ordered for $25 plus $2.50 shipping and handling by calling 800/526-2777 or sending a check to The Academy of Producer Insurance Studies, P.O. Box 27027, Austin, Texas, 78755-2027.
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