The Pulse of Customer Service: A Profile of Insurance Industry Customer Service Personnel
Keep your fingers on the pulse of customer service.
Since 1995, The National Alliance Research Academy has published the CSR Profile, providing vital statistical information regarding topics such as job qualifications and experience, hiring and training, skills and knowledge, job responsibilities, compensation, and servicing volume, as relates to insurance industry customer service personnel.
This 5th edition—now referred to as The Pulse of Customer Service—includes data segmented between personal lines and commercial lines personnel, an analysis of common trends over time, and key differences. The study reveals what CL and PL customer service personnel consider the most rewarding and most frustrating aspects of their positions, along with descriptions of their responsibilities and available advancement opportunities. Average annual compensation is also discussed, in addition to servicing volume for both new and renewal business.
Packed with unique insights, The Pulse of Customer Service is a valuable tool for agency owners and managers who wish to compare their service and support staff with benchmarks presented in this publication. Account Managers/CSRs can compare their job situation, compensation, and career aspirations to those of their peers—to widen their horizons and achieve their dreams.
Recommended reading for the CIC Agency Management Institute, Dynamics of Service, and the CISR Agency Operations Course.
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