New National Alliance Study Profiles Agency CSRs

November 23, 2005

The National Alliance Research Academy, based in Austin, Texas, has just published the third edition of the CSR Profile: An In-Depth Look at Customer Service Professionals. First published in 1990, the study provides current information on customer service representatives and other service positions.

The Academy surveyed CSRs from independent insurance agencies across the country, using the results of over 1,400 completed surveys to compile the latest findings and trends. A second survey was distributed to agency owners to find out how their ideas differed from their agency CSRs. A total of 159 agency owners responded.

Some of the key findings included:

–The servicing skills that commercial CSRs need most help with included: effective questioning, 41 percent; and cross selling, 31 percent.
–The median new business servicing volume for commercial lines CSRs is $250,000 in premium.
–The most rewarding aspects of the job for personal lines CSRs were: helping customers, 75 percent; and change and constant learning, 63 percent.
–Average annual compensation for personal lines CSRs is $34,300.

The CSR Profile focuses on a wide array of topics of interest to agency owners, managers and customer service representatives.

Topics include:

Qualifications and Experience
Hiring and Training
Skills and Knowledge
Responsibilities
Compensation
Servicing Volume

The CSR Profile provides tools and information to help both agency owners and CSRs, such as: job descriptions, career paths, and skills checklists. This publication can help agency owners with managing their support staff and making sure that CSRs’ compensation reflects on their contributions to the agency. CSRs will see how they compare to their peer group regarding compensation, benefits, and servicing volume.

Call (800) 633-2165 or visit www.TheNationalAlliance.com for more information.

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