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CSA Level 3

Results by Class
30, 60, 90 Day

October 2012

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

10/20/09

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

4/20/12
6/20/12

6/20/12

12/20/11

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/10

4/20/10

2/20/10

12/20/09

4/20/12

8
7
6
5
4
3
2
1
0
2/20/12

Average of Daily Claims

2/20/12

12/20/11

10/20/11

8/20/11

6/20/11

0
4/20/11

20

2/20/11

40

12/20/10

60

10/20/10

80

8/20/10

100

6/20/10

120
10/20/09

Number of Monthly Calls

4/20/10

Average of Monthly Claims

2/20/10

140

12/20/09

6/20/12

4/20/12

2/20/12

12/20/11

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/10

4/20/10

2/20/10

12/20/09

500
450
400
350
300
250
200
150
100
50
0

10/20/09

6/20/12

4/20/12

2/20/12

12/20/11

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/10

4/20/10

2/20/10

12/20/09

10/20/09

Overall Class Comparison


Average of Daily Calls

25

20

15

10
5

10/20/09

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/12

0:00
6/20/12

2:24

4/20/12

4:48

4/20/12

7:12

2/20/12

9:36

2/20/12

12:00

12/20/11

14:24

12/20/11

16:48
10/20/11

Average of AHT

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
8/20/10

Average of QAR Score


6/20/10

6/20/10

4/20/10

Average of Days Worked

4/20/10

30%

2/20/10

10

2/20/10

40%

12/20/09

15

12/20/09

20

10/20/09

6/20/12

4/20/12

2/20/12

12/20/11

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/10

4/20/10

2/20/10

12/20/09

25

10/20/09

6/20/12

4/20/12

2/20/12

12/20/11

10/20/11

8/20/11

6/20/11

4/20/11

2/20/11

12/20/10

10/20/10

8/20/10

6/20/10

4/20/10

2/20/10

12/20/09

10/20/09

Overall Class Comparison


Average of Offline %

70%

60%

50%

20%

10%
0%

Class Graduation: April 18, 2012


Average of Daily Claims
7

Average of Monthly Claims


120

100
5.80

5.65

100.00
80

4
3

60

3.68

107.50

76.67

40

20

1
0

0
30 days

60 days

90 days

30 days

60 days

Average Claims:
The number of daily and monthly claims has gone up over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

90 days

Class Graduation: April 18, 2012


Average of Daily Calls
18
16
14
12
10
8
6
4
2
0

Average of Monthly Calls


350

15.65

300
302.50
250

12.48

200

215.25

150
100

6.28

130.33

50
0
30 days

60 days

90 days

30 days

Average Calls:
The number of daily and monthly calls has gone up over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days

Class Graduation: April 18, 2012


Average Handling Time
14:24
12:00

13:19

9:36
9:13

7:12

8:52

4:48
2:24
0:00
30 days

60 days

90 days

Average Offline Percentage


70%
68%
66%
64%
62%
60%
58%
56%
54%
52%
50%

68.17%

67.25%

57.35%

30 days

60 days

90 days

The average handling times and offline percentages have gone down as the new
hires understand their rolls better.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

Class Graduation: April 18, 2012


Average of Days Worked
25
20

Average QAR Score


120%
100%

20.92
17.25

15

18.25

80%
60%

10

40%

20%

0%
30 days

60 days

90 days

30 days

60 days

90 days

QAR scores could not be reported as they were not ready by time of report.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

Class Graduation: February 24, 2012


Average of Daily Claims
6.5
6.4
6.3
6.2
6.1
6.0
5.9
5.8
5.7
5.6
5.5
5.4

Average of Monthly Claims


124
122

6.38

121.89

120
118
116
114

5.87
5.79

112

114.38
113.25

110
108
30 days

60 days

90 days

30 days

Average Claims:
The number of daily claims has gone up over time.

(June 2012 numbers were low due to fires?)


Additional explanation here
2012 AAA Northern California, Nevada & Utah Insurance Exchange
Confidential and proprietary

60 days

90 days

Class Graduation: February 24, 2012


Average of Daily Calls
13.9

Average of Monthly Calls


290

13.8
13.7

270

13.6

260

13.5
13.4

286.44

280

13.83

266.00

250
13.49

13.45

13.3

240

242.25

230

13.2

220
30 days

60 days

90 days

Average Calls:
(June 2012 numbers were low due to fires?)
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

30 days

60 days

90 days

Class Graduation: February 24, 2012


Average Handling Time
11:31
11:16
11:02
10:48
10:33
10:19
10:04
9:50
9:36
9:21

11:19

10:18
10:03

30 days

60 days

Average Offline Percentage


70%
68%
66%
64%
62%
60%
58%
56%
54%
52%
50%

90 days

(June 2012 numbers were low due to fires?)


Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

68.17%

67.25%

57.35%

30 days

60 days

90 days

Class Graduation: February 24, 2012


Average Days Worked
21.0
20.5
20.0
19.5
19.0
18.5
18.0
17.5
17.0
16.5

20.44
19.81

17.94

30 days

60 days

Average QAR Score


72%
71%
70%
69%
68%
67%
66%
65%
64%
63%
62%
61%

90 days

70.78%

64.75%

30 days

60 days

90 days

Some QAR scores could not be reported as they were not ready by time of report.
(June 2012 numbers were low due to fires?)
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

Class Graduation: November 29, 2011


Average of Daily Claims
7

140

6
5

Average of Monthly Claims


131.88

120

6.34

5.85
5.26

100

80

60

40

20

116.56
100.33

0
30 days

60 days

90 days

30 days

Average Claims:
The number of daily claims has gone up over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days

Class Graduation: November 29, 2011


Average of Daily Calls
14.65
14.60
14.55
14.50
14.45
14.40
14.35
14.30
14.25
14.20
14.15

Average of Monthly Calls

14.59

14.41
14.33

30 days

60 days

500
450
400
350
300
250
200
150
100
50
0

90 days

Average Calls:
Average number of daily calls have gone down.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

446.88

240.44

30 days

263.00

60 days

90 days

Class Graduation: November 29, 2011


Average Handling Time
10:04

Average Offline Percentage


54%
52%

9:57

9:58

9:50

9:56

52.94%

50%
48%

9:43

47.83%

46%
9:36

9:37

44%

9:28

45.32%

42%

9:21

40%
30 days

60 days

90 days

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

30 days

60 days

90 days

Class Graduation: November 29, 2011


Average Days Worked
25

Average QAR Score


75%
74%

20

73%
72%

15

71%
10

70%
69%

68%
0

67%
30 days

60 days

90 days

Average QAR score went down over time.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

30 days

60 days

90 days

Class Graduation: October 11, 2011


Average of Daily Claims
7

140

6.24

5
4

Average of Monthly Claims


120

122.13

100

5.47
4.96

80

60

40

20

95.11

100.78

0
30 days

60 days

90 days

30 days

Average Claims:
The number of daily claims has gone up over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days

Class Graduation: October 11, 2011


Average of Daily Calls
25

Average of Monthly Calls


350

22.84

20

300
250

15
10

321.88
279.56

266.00

200
12.49

14.13

150
100

50

0
30 days

60 days

90 days

Average Calls:
Average number of daily calls have gone down.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

30 days

60 days

90 days

Class Graduation: October 11, 2011


Average Handling Time
10:19
10:04
9:50
9:36
9:21
9:07
8:52
8:38
8:24
8:09
7:55

Average Offline Percentage


70%
60%

10:01

64.39%

62.03%

50%
40%
9:05

30%

30.86%

20%

8:43

10%
0%
30 days

60 days

90 days

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

30 days

60 days

90 days

Class Graduation: October 11, 2011


Average Days Worked
19.8
19.6
19.4
19.2
19.0
18.8
18.6
18.4
18.2
18.0
17.8

19.56
19.22

18.44

30 days

60 days

90 days

Average QAR score went up over time.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

Average QAR Score


78%
76%
74%
72%
70%
68%
66%
64%
62%
60%
58%
56%

75.38%

66.00%
63.00%

30 days

60 days

90 days

Class Graduation: July 27, 2011


Average of Daily Claims
8

160

7.32

7.48

6
5

Average of Monthly Claims


140
136.67

120
5.83

100

80

60

40

20

143.33

108.17

0
30 days

60 days

90 days

30 days

Average Claims:
The number of daily claims has gone up over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days

Class Graduation: July 27, 2011


Average of Daily Calls
23.5
23.0
22.5
22.0
21.5
21.0
20.5
20.0
19.5
19.0

22.90

20.53

30 days

20.35

60 days

90 days

Average of Monthly Calls


450
440
430
420
410
400
390
380
370
360
350

439.33

380.17

380.17

30 days

60 days

Average Calls:
Average number of daily calls have gone up over time.

(For some reason the data for this class is duplicate for 30 and 60 days)
Additional explanation here
2012 AAA Northern California, Nevada & Utah Insurance Exchange
Confidential and proprietary

90 days

Class Graduation: July 27, 2011


Average Handling Time
9:50
9:47

9:43
9:36
9:28
9:21
9:14

9:19

9:19

30 days

60 days

9:07
9:00
90 days

Average Offline Percentage


50%
49%
48%
47%
46%
45%
44%
43%
42%
41%
40%
39%

48.93%

48.93%

42.67%

30 days

60 days

(For some reason the data for this class is duplicate for 30 and 60 days)

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

90 days

Class Graduation: July 27, 2011


Average Days Worked
19.4
19.2
19.17

19.0
18.8
18.6
18.4

18.67
18.50

18.2
18.0
30 days

60 days

90 days

Average days worked went up over time.


Average QAR score went down over time.
Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

Average QAR Score


86%
85%
84%
83%
82%
81%
80%
79%
78%
77%
76%

85.00%
83.17%

79.00%

30 days

60 days

90 days

Class Graduation: April 11, 2011


Average of Daily Claims
5.16
5.14
5.12
5.10
5.08
5.06
5.04
5.02
5.00
4.98

Average of Monthly Claims


120.00

5.13

100.00

108.17

108.17

60 days

90 days

80.00
60.00
40.00
5.03

20.00
0.00

30 days

60 days

90 days

30 days

Average Claims:
Data wasnt recorded for 30 days after the class graduation.

(The data was the same for 60 and 90 days of monthly claims)
Additional explanation here
2012 AAA Northern California, Nevada & Utah Insurance Exchange
Confidential and proprietary

Class Graduation: April 11, 2011


Average of Daily Calls
19.0
18.8
18.6
18.4
18.2
18.0
17.8
17.6
17.4
17.2
17.0

Average of Monthly Calls


405.00

18.90

400.00

401.00

395.00
390.00
385.00
380.00
17.72

380.17

375.00
370.00
365.00

30 days

60 days

90 days

30 days

Average Calls:
Average number of daily calls have gone up over time.

Data wasnt recorded for 30 days after the class graduation.


Additional explanation here
2012 AAA Northern California, Nevada & Utah Insurance Exchange
Confidential and proprietary

60 days

90 days

Class Graduation: April 11, 2011


Average Handling Time
10:13

Average Offline Percentage


47.6%

10:10

10:11

47.4%

10:07

47.2%

10:04

47.0%

10:01

46.8%

9:59

47.37%

46.6%

9:59

9:56

46.65%

46.4%

9:53

46.2%
30 days

60 days

90 days

30 days

Data wasnt recorded for 30 days after the class graduation.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days

Class Graduation: April 11, 2011


Average Days Worked
21.6
21.5
21.4
21.3
21.2
21.1
21.0
20.9
20.8
20.7

Average QAR Score


88%
86%
84%
82%
80%
78%
76%

30 days

60 days

90 days

30 days

Data wasnt recorded for 30 days after the class graduation.

Additional explanation here

2012 AAA Northern California, Nevada & Utah Insurance Exchange


Confidential and proprietary

60 days

90 days