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 S