Exhibit 10.2

 

[*] means that such portion of this Exhibit has been omitted pursuant to a
request for confidential treatment and has been filed separately with the United
States Securities and Exchange Commission.

 

FIRST AMENDED AND RESTATED

CALL CENTER SERVICES AGREEMENT

BETWEEN MCI WORLDCOM COMMUNICATIONS, INC.

AND RMH TELESERVICES INC.

 

COME NOW MCI WORLDCOM Communications, Inc. (“MCI”) and RMH Teleservices,
Incorporated (“RMH”), and in consideration of the mutual provisions contained
herein and other good and valuable consideration, the receipt and sufficiency of
which are hereby acknowledged, hereby agree to amend the Call Center Services
Agreement between MCI WORLDCOM Communications, Inc. and RMH Teleservices, Inc.
effective as of March 16, 2001, 2001 (“Call Center Services Agreement”), by
deleting the contents of that Call Center Services Agreement in its entirety and
replacing it with the contents of this First Amended and Restated Call Center
Services Agreement, as follows:

 

This Agreement (“Agreement”) is entered into as of March 16, 2001 (“Effective
Date”) by and between MCI WORLDCOM Communications, Inc. (“MCI”) and RMH
Teleservices, Inc. (“RMH”)(referred together herein, as the “Parties” or
separately, as a “Party”).

 

RECITALS

 

WHEREAS, MCI is a telecommunications company that offers its customers a wide
variety of telecommunications services and products;

 

WHEREAS, RMH is in the business of providing various sales, marketing and
customer service support services to its clients;

 

WHEREAS, MCI desires to retain RMH to perform independent contractor services
for MCI’s telemarketing, customer service support and related telemarketing and
customer service call center functions and RMH agrees to provide such services
to MCI according to the terms of this Agreement;

 

NOW, THEREFORE, in consideration of the mutual provisions contained herein and
other good and valuable consideration, the receipt and sufficiency of which are
hereby acknowledged, MCI and RMH hereby agree as follows:

 

1.   DEFINITIONS. Defined terms shall have the meanings set forth in Schedule A
(Definitions). Defined terms not appearing in Schedule A shall have the meaning
set forth elsewhere in the Agreement.

 

2.   SERVICE.

 

  2.1   Services Description. The call center services to be provided by RMH
under the terms of this Agreement shall consist of (i) handling and resolving
inbound MCI telecommunication-related customer service inquiries, and “up
selling” MCI telecommunication-related services to MCI Customers (“Customer
Service Call(s) or “Call(s)”) whose calls are received and routed via MCI’s
network platform to a customer service call center; (ii) placing outbound
telemarketing calls (“Telemarketing Call(s)” or “Call(s)”) to MCI residential
consumer leads; and (iii)

 

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         any other services as mutually agreed upon by the Parties. These
functions will collectively be referred to as the “Services”. The Services shall
be offered in English and Spanish with other languages to be added subject to
the Parties’ mutual agreement.

 

  2.2   Performance Standards. The Services provided by RMH shall be in
accordance with MCI’s Policies and Procedures and the performance standards used
in determining Top Center Ranking (Schedule B). RMH agrees to comply with all
Policies and Procedures received by it. RMH acknowledges receipt of Policies and
Procedures by delivery to the appropriate RMH Authorized Individual. Policies
and Procedures and performance standards shall be modified by MCI from time to
time at MCI’s discretion. All modifications will be consistent with the Policies
and Procedures and performance standards utilized by MCI for its Internal
Centers.

 

  2.3   Changes to Services. MCI may request RMH to change the Services being
performed by RMH under this Agreement through a written change request (“Change
Request”). RMH shall endeavor in good faith to advise MCI as to the most
cost-effective and efficient means of implementing such Change Request. Upon
MCI’s approval of the costs and ramp-up schedule associated with the Change
Request(s), RMH shall implement the Change Request(s) and MCI shall pay the
appropriate charges, if any, in accordance with the Change Request agreement(s)
of the Parties, as confirmed in a written amendment to this Agreement.

 

3.   RMH’S OBLIGATIONS.

 

  3.1   Implementation Date. RMH agrees to have all necessary preparation
measures completed on or before March 26, 2001 or a later date if agreed upon by
the Parties (the “Implementation Date”), including, but not limited to, its
facilities, staffing and training, necessary to implement the Services.

 

  3.2   Staffing. RMH shall provide all live support necessary to perform the
Services at the Handle Minute Forecast and Work Hour Forecast. Upon MCI’s
reasonable notice to RMH, RMH’s customer service support shall be available to
operate eighteen (18) hours a day, three hundred and sixty-five (365) days a
year. Customer service operations may be expanded to twenty-four (24) hours a
day subject to the Parties’ mutual agreement. RMH shall be capable of providing
telemarketing services to MCI from 8:00 a.m. to 9:00 p.m. local time of Customer
called Monday through Friday and 9:00 a.m. to 5:00 p.m. local time of Customer
called Saturday and Sunday, except as otherwise restricted by applicable law.
RMH shall be solely responsible for hiring, managing, and compensating all CSRs,
TMRs, Supervisors, HR/Recruiters, and Center Management and Administrative
Personnel necessary to perform the Services. RMH shall determine, and be solely
responsible for meeting the appropriate level of TMRs and CSRs necessary to
provide the Services at the Handle Minute Forecast and Work Hour Forecast and in
accordance with the performance standards and Policies and Procedures.

 

  3.2.1   Account Manager. RMH shall assign a RMH employee to be a liaison
between MCI and RMH, who will (i) submit material and information requests to
MCI; (ii) provide reasonable access to RMH’s staff to answer questions; and
(iii) provide schedules and plans to MCI for MCI’s review and/or approval.

 

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  3.2.2   RMH Operations Team. By the Implementation Date, RMH shall assign RMH
personnel to a vendor operations team to work with the MCI Operations Team on a
regular basis (the “RMH Operations Team”). Upon the departure of an RMH
Operations Team member for any reason during the term of this Agreement, RMH
shall be responsible for replacing that individual with another qualified
individual within thirty (30) days of the departure date. The RMH Operations
Team is set out in Schedule F.

 

  3.2.3   Compensation. RMH agrees to pay its employees performing the Services
pursuant to the compensation grids set out in Schedule G. If MCI, at its sole
discretion, modifies any of the Tables outlined in the compensation grids set
out in Schedule G, RMH shall have the right to modify their telemarketing and
customer service pricing structure set out in Schedule C to cover those
modifications.

 

  3.3   Monitoring. Without prior notice to RMH, MCI shall have the right to
monitor and record on-site at the RMH Centers and to monitor and record remotely
outside the RMH Centers, to the extent permitted by law and at MCI’s discretion,
RMH’s CSRs and TMRs handling Calls and performing Services for MCI. MCI shall
share the results of its monitoring upon request by RMH. RMH agrees that it will
secure from all employees serving as CSRs or TMRs under this Agreement written
consent to be monitored by RMH and MCI. In addition, RMH will, from time to
time, or upon request by MCI, notify MCI regarding RMH’s current written
policies regarding monitoring of its CSRs and TMRs by its own personnel.

 

  3.4   Facilities. RMH shall support the Services at its Houston, TX call
center facility. RMH shall support additional MCI call volume at mutually
approved RMH call center locations (the “RMH Centers”). RMH shall be responsible
for all costs associated with any decision RMH initiates to open a new call
center or consolidate or relocate any RMH Center with the exception that MCI
will be responsible for providing MCI Equipment and/or MCI Software or MCI
Proprietary Software. Any new, consolidated or relocated RMH Center must be
approved in advance by MCI.

 

  3.4.1   MCI Facility Space. During the Term of this Agreement, RMH agrees to
provide MCI offices and cubes adequate to ensure that MCI can perform its
obligations under this Agreement. Each designated work space should at a minimum
include three working phone lines and five analog lines.

 

  3.4.2   Access. Subject to compliance with RMH’s site and security
regulations, RMH shall provide MCI with unrestricted access to that portion of
the RMH Centers used to perform the Services. This access shall (i) provide MCI
with access to adequate facilities at each of the RMH Centers to enable MCI to
do on-site monitoring; (ii) provide access to MCI management; (iii) without
prior notice to RMH, permit MCI to conduct on-site inspections of RMH’s Centers’
training sites and related areas if used by RMH to provide Services for MCI;
(iv) permit MCI to perform maintenance and related work on MCI Equipment, MCI
Software and MCI Proprietary Software, as necessary in MCI’s sole judgment,
including during off hours; and (v) upon reasonable advance written notice to
RMH, permit MCI to conduct tours of the RMH Centers for other MCI personnel,
Customers, and other MCI approved individuals (excluding competitors of RMH).

 

4

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  3.5   Equipment. RMH shall provide, at its own expense, without limitation,
all Center furnishings, voice/data wiring, productive/training desktop computer
hardware, and third party applications consistent with MCI’s requirements, as
well as workstations, facility security, T-1 connectivity to the RMH network,
and all other calling floor equipment and supplies and other RMH equipment as
set forth in Schedule D, necessary to provide the Services, consistent with MCI
technical standards of which RMH has been notified, as they may change from time
to time. In the event RMH shall operate MCI Equipment, MCI Software or MCI
Proprietary Software, RMH shall do so only as directed by MCI. RMH shall not
upgrade, modify or otherwise alter MCI Equipment, MCI Software or MCI
Proprietary Software unless and until MCI gives RMH such direction, with the
exception of MCI provided headsets, which RMH will be responsible for
maintaining and replacing as needed. RMH shall utilize MCI Equipment, MCI
Software and MCI Proprietary Software only for the performance of Services for
MCI. RMH agrees to make MCI whole for loss or damage to MCI Equipment, MCI
Software or MCI Proprietary Software provided by MCI for use in the RMH Centers,
to the extent such loss or damage results from negligence or willful misconduct
of an RMH employee.

 

  3.6   Telemarketing Data.

 

  3.6.1   Data Consumption. RMH shall be responsible for “Thoroughly Utilizing”
the MCI Data and shall follow MCI’s guidelines with respect to MCI Data
consumption. “Thoroughly Utilizing” means that RMH’s Call attempts (i.e., Calls
dialed) and Completes (leads dispositioned out of the system by a TMR, i.e., not
called again during a Call Campaign) per Work Hour fall within plus or minus [*]
of the Call attempts and Call completes per Work Hour achieved by the Internal
Centers.

 

  3.6.2   Data Integrity. Data is defined as any information relating to MCI
Customers, including, but not limited to, names, addresses, telephone numbers,
and any accompanying codes. Data is supplied for the specific purpose of
marketing MCI products and services and is not to be copied without express
written consent. Data elements are not to be combined with or appended to any
other data source. Except as directed by MCI for purposes of this Agreement, RMH
may not record or retain the recording of any Data, including but not limited to
Data acquired from Customers in the course of Calling (e.g., responses or
nonresponses re: contacts, disconnects or sales), nor may RMH use the Data to
derive any other information, including, but not limited to, aggregate
information above the Customer level (e.g., by area code, exchange, zip code or
day of the week). Ownership of Data supplied and any and all information derived
from all activities associated with the Data is solely MCI’s. Upon termination
or expiration of this Agreement, RMH must obtain an MCI authorized individual’s
certification of the destruction and/or return of all Data files, including all
intermediate or derived files.

 

  3.7   Sales Verification. MCI shall subcontract to a third party verification
vendor to independently verify all Sales resulting from the Services provided
under this Agreement. MCI shall be solely responsible for determining procedures
necessary for complying with applicable federal, state and local laws and
regulations governing sales of telecommunications services. RMH shall be
responsible for

 

5

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         following the procedures established by MCI to enable it to comply with
such regulations.

 

  3.8   Escalations. RMH will be responsible for responding to MCI’s national
escalations group (“NEC”) regarding all Call escalations originating from RMH
Centers in the timeframe and fashion outlined in the Policies and Procedures
regarding escalations. If the number of Agency Escalations directly caused by
Calls made by RMH CSRs or TMRs exceeds the MCI Internal Center escalations rate
by more than [*] during the term of the Agreement, MCI has the right to
terminate the Agreement immediately for cause. In addition to the
indemnification obligations set forth in Section 13, RMH will be financially
liable for [*] of any fines or penalties imposed by any Federal, state or local
regulatory body due to any negligent or intentional act or omission by RMH, or
breach of any provision of this Agreement, while providing Services to MCI.
RMH’s liability under this Section 3.8 will be limited to [*].

 

  3.9   Gainsharing. RMH shall use good faith efforts to work with MCI to
increase the cost efficiency of the Services. [*].

 

4   MCI OBLIGATIONS.

 

  4.1   Annual Volume Commitment.

 

  4.1.1   Annual Handle Minute Commitment. Provided RMH is meeting Schedule
Adherence standards each month, MCI agrees to an Annual Handle Minute Commitment
of [*] Handle Minutes for the time period from [*] and [*] Handle Minutes [*].
For any given month, if RMH does not meet Schedule Adherence standards, MCI’s
Annual Handle Minute Commitment will be decreased by [*].

 

  4.1.2   Annual Work Hour Commitment. Provided RMH is meeting Work Hour
Forecasts each Cycle, MCI agrees to a Annual Work Hour Commitment of [*] Work
Hours for the time period from [*] and [*] Work Hours per [*]. For any given
Cycle, if actual Work Hours are less than Work Hours Forecast, MCI’s Annual Work
Hour Commitment will be decreased by [*].

 

  4.2   Operational Coordination. MCI will be responsible for all aspects of
routing Customer Service Calls to RMH’s Centers. For customer service, MCI will
provide to RMH schedules for staffing requirements by Work Hour, with the
staffing requirements to be modified as necessary by MCI. For telemarketing
service, MCI will provide staffing requirements on a Cycle basis, with the
staffing requirements to be modified as necessary by MCI.

 

  4.3   Handle Minute Forecast. MCI shall provide RMH with monthly Handle Minute
Forecasts. Handle Minute Forecast equals the number of Calls Handled, as
determined by MCI at its discretion, multiplied by an Average Handle Time,
determined by MCI at its discretion.

 

  4.3.1   Monthly Forecast. MCI shall supply RMH with a rolling three-month
Handle Minute Forecast, which MCI may revise at any time prior to thirty (30)
days before the first day of each month within the three-month Handle Minute
Forecast.

 

 

6

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  4.4   Work Hour Forecast. MCI shall provide RMH with a monthly Work Hour
Forecast for a rolling four-Cycle period. MCI may revise the Work Hour Forecast
at any time prior to fifteen (15) days before the first day of each Cycle. The
monthly Work Hour Forecast can increase by up to the greater of [*].

 

  4.5   Third Party Verification. MCI shall retain the third party verification
vendor to independently verify sales under this Agreement to identify Confirmed
Line Sales.

 

  4.6   Customer Communications. MCI shall provide RMH with MCI-approved
telemarketing scripts, MCI product information, and MCI-approved responses to
specific consumer requests or objections.

 

  4.7   Training. MCI shall be responsible for all aspects of training. The
amount and type of training will be determined at MCI’s discretion based on
Segment (customer service) or Call Campaign (telemarketing), and will include
both classroom training and ABay training.

 

  4.7.1   Initial Training. [*] shall pay for Initial Training for CSRs at a
rate of [*] for all new hires up to the first [*] and up to the first [*].
Thereafter, should MCI require the addition of FTEs, [*]. Any additional Initial
Training will be at the same rates, and under no circumstances shall [*].

 

  4.7.2   Ongoing Training. [*] will provide training that consists of an
average of [*]. In the event MCI requires ongoing customer service training to
exceed [*]. [*] will provide training that consists of an average of [*]. In the
event MCI requires ongoing telemarketing training to exceed [*].

 

  4.7.3   Attrition. [*]. To the extent that Attrition directly results from
involuntary terminations or necessary transfers caused by an MCI initiative that
results in a [*], any subsequent ramp-up training needed as a result of such
Attrition will be at [*] expense.

 

  4.8   Equipment and Software. MCI shall provide, maintain and operate at its
own expense, hardware, software and connectivity needed to ensure that the RMH
Centers properly interface with MCI’s databases. MCI will provide the Houston,
TX Center, at its own expense, all proprietary enhanced software for the
handling of Calls (the “MCI Proprietary Software”) and all other MCI Software
listed in Schedule D. MCI shall also be responsible for providing MCI Equipment
listed in Schedule D. MCI will provide, within the NT environment, and to the
extent possible on the OS2 platform, appropriate conductivity to the RMH network
through a firewall to be installed and maintained by MCI. The firewall will
allow access to specific IP addresses designated by RMH and approved by MCI.
Upon termination of this Agreement RMH shall return all MCI Equipment, MCI
Proprietary Software and MCI Software to MCI upon MCI’s request at MCI’s cost,
which cost must be approved in advance by MCI.

 

  4.8.1   MCI shall install and maintain, with on-site MCI personnel, the
Equipment listed in Schedule D. MCI shall also install, but not maintain,
initial head sets.

 

  4.9   MCI Personnel.

 

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  4.9.1   MCI Operations Team. MCI shall assign an MCI Operations Team including
technical support personnel at the Houston, TX RMH Center to work with RMH
during the Term of this Agreement. MCI shall be responsible for the MCI
Operations Team and other MCI personnel, including oversight of MCI’s own
quality assurance and monitoring efforts, operation of MCI’s Equipment, MCI’s
Proprietary Software and MCI’s Software and for costs associated with MCI’s
management staff. MCI personnel when present in RMH’s Centers shall observe
RMH’s safety and security procedures. The MCI Operations Team is set out in
Schedule F.

 

  4.10   Telecommunication. MCI shall provide, at its sole cost, T-1 facilities
required for 800 inbound telecommunication access and wide area network
connectivity necessary for RMH to perform the Services, as well as all
connectivity required to allow RMH to perform outbound telemarketing for MCI.
RMH shall provide, at its sole cost, telecommunication facilities and
connectivity necessary to perform any services in an RMH Center for any entity
other than MCI.

 

5.   Payment Provisions.

 

  5.1   Customer Service and Telemarketing Compensation. MCI shall compensate
RMH monthly as set forth in Schedule C.

 

  5.2   Monthly Invoices. RMH will invoice MCI monthly for the prior month’s
Services within [*] after the [*]. Upon receipt of the [*] invoice, MCI will
process any undisputed invoice through electronic wire transfer to the
RMH-designated bank within [*]. In the event that MCI, in good faith, disputes
all or any portion of the charges reflected on the invoice, MCI shall [*]. Both
Parties shall make a good faith effort to resolve any disputes within [*] of
receipt of MCI’s notice.

 

  5.3   Annual Volume Commitment Shortages/Invoicing. In the event MCI does not
meet the Annual Volume Commitment during [*], RMH shall invoice MCI for any
shortage, within [*]. Upon receipt of the Annual Volume Commitment invoice, MCI
shall process the undisputed portion of the invoice through electronic wire
transfer to the RMH-designated bank within [*]. In the event that MCI, in good
faith, disputes all or any portion of the Annual Volume Commitment invoice, MCI
shall [*]. Both Parties shall make a good faith effort to resolve any disputes
within [*] of receipt of MCI’s notice.

 

  5.4   Taxes. MCI shall be responsible for the payment of sales, use or other
taxes now or hereafter imposed on the Services by Federal, state or local
governments where such tax is either expressly specified as a liability of a
user or the custom is that the user pays such tax.

 

  5.5   Pricing Changes. The Parties agree that should [*] directly impacting
the CSRs and TMRs performing Services under this Agreement increase more than
[*], the Parties will mutually agree to modify RMH’s telemarketing and customer
service pricing structure set out in Schedule C to cover that increase.

 

6.   EXCLUSIVITY OF SERVICES.

 

  6.1   During the term of this Agreement, and with respect to the Houston, TX
Center only, RMH shall not house RMH personnel assigned to perform Services
pursuant to this Agreement in the same RMH Center where RMH is providing

 

8

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         services for an MCI Competitor or any other entity, without MCI’s
written approval (which may be granted or withheld at MCI’s sole discretion).

 

  6.2   During the term of this Agreement and for a period of three (3) months
following the earlier of either the expiration or termination of this Agreement
pursuant to Section 8, RMH shall not assign any RMH personnel assigned to
perform the Services to perform services for an MCI Competitor, except with
MCI’s written approval (which may be granted or withheld at MCI’s sole
discretion) or, with respect to assigning RMH personnel to perform work for an
MCI Competitor (but not with respect to locating MCI account workers on the same
floor as those working for an MCI Competitor), without MCI’s approval if the
conditions specified for allowing such work for an MCI Competitor have been met
as provided for below.

 

  6.2.1   CSRs and TMRs may be assigned to perform services for an MCI
Competitor if (i) they have not performed the Services for at least thirty (30)
days before being so assigned, or (ii) they are being assigned due to an MCI
initiative that results in a variance of monthly Handle Minutes or Work Hours by
greater than ten percent (10%), in which case, CSRs and TMRs may be reassigned
in proportion to the decrease in the volume of MCI activity.

 

  6.2.2   Supervisors, Line Managers and other RMH personnel may be assigned to
perform services for an MCI Competitor if (i) they have not been assigned to
perform the Services for at least ninety (90) days before being so assigned, or
(ii) they are being assigned due to an MCI initiative that results in a variance
of monthly Handle Minutes or Work Hours by greater than ten percent (10%), in
which case, Supervisors, Line Managers and other RMH personnel may be reassigned
in proportion to the decrease in the volume of MCI activity.

 

  6.2.3   No assignment limitations shall apply to those individuals in RMH’s
management who are not primarily assigned to any particular RMH client.

 

7.   RELATIONSHIP OF THE PARTIES.

 

  7.1   Independent Contractor. The Parties’ relationship to each other in the
performance of this Agreement is that of independent contractor. Nothing in this
Agreement will place the Parties in the relationship of partners, joint
venturers, principal-agent, employer-employee, or joint employer and neither
Party will have any right to obligate or bind the other in any manner whatsoever
nor represent to third parties that it has any right to enter into any binding
obligation on the other’s behalf.

 

  7.1.1   MCI agrees not to terminate, discipline, evaluate or in any manner
promise any employee, independent contractor, agent or vendor of RMH any term or
condition of employment at the Houston, TX RMH Center.

 

  7.1.2   As to its own employees on-site at any RMH Center, MCI agrees to
comply with all employment laws, including but not limited to Title VII, FLSA,
WARN, and state fair employment laws.

 

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  7.2   RMH Employees. RMH shall be responsible for all staffing and selection,
hiring, firing, disciplinary procedures, and other employee relations matters
associated with personnel hired by RMH to perform Services under this Agreement.
RMH shall be responsible for all wages, salaries, benefits, workers
compensation, unemployment compensation and other amounts due RMH employees,
management staff and any other personnel, as well as the withholding of taxes,
FICA, and FUTA. MCI shall not have any responsibility for any employee-related
tax items and shall be indemnified and held harmless by RMH from any liability,
cost or expenses, including any interest, penalties and attorney’s fees that may
be assessed against or incurred by MCI in connection with RMH’s failure to make
any such payment. RMH is responsible for all taxes, licenses, permits and other
requirements that may be imposed by federal, state or local law on its business.

 

  7.3   Employee Indemnification. RMH agrees to indemnify MCI against, and hold
it harmless from and against, any claim, action or suit brought for the recovery
of damages, losses or payments of any kind whatsoever (including attorneys’
fees) arising from, or related to, RMH’s failure to make employee-related tax or
withholding payments, or related to any matter arising from the employment or
discharge from employment of individuals retained by RMH for the purpose of
performing RMH’s obligations pursuant to this Agreement.

 

8.   TERM AND TERMINATION.

 

  8.1   Term. The initial term of this Agreement will commence upon the
Effective Date and will continue until January 14, 2006 unless terminated
earlier pursuant to the provisions of this Agreement. Thereafter, this Agreement
will be renewed for an additional two year term unless one Party gives the other
Party at least one hundred eighty (180) days written notice of intention to
terminate prior to the end of the initial term.

 

  8.2   Termination for Cause. If either Party defaults in the performance of
any material duty or obligation under this Agreement and does not substantially
cure such default within thirty (30) days after being given written notice
specifying the default, then the Party not in default may terminate the
Agreement. MCI may also terminate this Agreement, in whole or part for cause,
pursuant to the provisions of Section 3.8. MCI may also terminate this
Agreement, in whole or in part for cause, should RMH be in the bottom five (5)
centers in Top Center Ranking pursuant to Schedule G for telemarketing centers
or in the bottom three (3) centers in Top Center Ranking pursuant to Schedule G
for customer service centers for three (3) consecutive months or for any five
(5) months within any rolling twelve (12) month period.

 

  8.3   Bankruptcy. If either Party hereto becomes or is declared insolvent or
bankrupt, is the subject of any proceedings relating to its liquidation,
insolvency or for the appointment of a receiver or similar officer for it, makes
an assignment for the benefit of all or substantially all of its creditors, or
enters into an agreement for the composition, extension or readjustment of all
or substantially all of its obligations, then the other Party may, by giving
written notice of such default to such Party, terminate this Agreement as of the
date specified in such notice of termination

 

  8.4   Termination for Convenience. Either Party may terminate this Agreement
for convenience upon one hundred twenty (120) days written notice to the other
Party.

 

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  8.5   Termination for Legal/Regulatory Developments. Either Party shall have
the right to terminate this Agreement, without liability to the other, in the
event of judicial, regulatory or legislative change rendering performance of
this Agreement impossible, illegal or impractical. Such Party shall provide the
other with written notice of such termination as promptly as possible, but in no
event less than ninety (90) days prior to the termination date.

 

  8.6   Termination For RMH Change of Control. In the event there is a change of
control of RMH, MCI may at its election, terminate this Agreement by giving RMH
written notice of its decision to terminate this Agreement within fifteen (15)
days after MCI’s receipt of RMH’s notice of its change of control. For purposes
of this Paragraph 8.6 “change of control” means (i) any merger or consolidation
of RMH with an MCI Competitor or another company with materially adverse
interests to MCI (“Other Party”), whether RMH or the MCI Competitor or the Other
Party is the surviving entity, or (ii) any acquisition of beneficial ownership
of RMH, as defined by Securities and Exchange Commission trading rules, by an
MCI Competitor, or (iii) such other transaction whereby the Other Party acquires
more than fifty percent (50%) of any class of RMH’s voting stock accompanied by
the right to elect directors. The termination shall be effective on such date as
MCI designates in its notice.

 

  8.7   Orderly Transition. Upon the termination or expiration of this Agreement
for any reason, RMH and MCI agree to exercise their best efforts to perform an
orderly and efficient transition to a successor provider of Services.

 

  8.8   MCI’s Liabilities upon Termination. Should MCI terminate this Agreement
pursuant to Sections 8.4, 8.5, 8.6 or 18.2, MCI shall [*]. Should MCI terminate
this Agreement pursuant to Section 8.2 or 8.3, MCI shall make payment to RMH as
set out in [*]. Should RMH terminate this Agreement pursuant to Section 8.2 or
8.3, MCI shall [*]. Should RMH terminate this Agreement pursuant to Section 8.5,
MCI shall [*]; however, [*]. Should RMH terminate this Agreement pursuant to
Section 8.4, MCI shall [*]. Nothing herein shall constitute a waiver by RMH of
any other rights it may have at law or equity.

 

  8.9   Additional Termination Obligations.

 

  8.9.1   Should either Party terminate this Agreement for any reason (other
than RMH’s termination pursuant to Section 8.4), [*].

 

  8.9.2   Should RMH terminate this Agreement pursuant to Section 8.4, [*].

 

  8.9.3   In the event the Houston Center Lease is [*]. In addition, RMH and MCI
shall [*]. RMH shall [*].

 

  8.9.4   Upon [*].

 

  8.10   Termination for Transfer of Volume. Notwithstanding the foregoing,
should [*], MCI will be entitled to [*]. To determine applicability of this
Section, [*]. Should the [*].

 

9.   MCI PROPERTY/OWNERSHIP OF WORK.

 

 

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  9.1   Unless the Parties otherwise agree in writing, any property including,
but not limited to, documentation, reports, data, training materials or other
proprietary information, furnished to RMH by MCI is, and shall remain, the
property of MCI.

 

  9.2   RMH agrees that the entire right, title, and interest (including without
limitation the exclusive right to use, reproduce, distribute, translate, and
make derivative works) in any written, photographic, audio and/or video,
software or other materials (including, but not limited to, documentation,
reports, data, training materials or other proprietary information) furnished to
RMH by MCI or developed by RMH for MCI in performance of this Agreement
(collectively, “Materials”) shall remain in MCI and shall be MCI’s exclusive
property. To the extent permitted under the United States Copyright Act (17
U.S.C. 101), Materials shall be deemed “works made for hire”, with MCI being
entitled to assign freely any copyrights therein. MCI shall have the right, at
its own expense, to obtain and to hold in its own name copyrights, registrations
or such other protection as may be appropriate to said Materials, and to any
extensions or renewals thereof. RMH shall give MCI or any person designated by
MCI, without additional charge, all such information and shall execute all such
additional documents as may be reasonably required to perfect the rights
referred to herein. In the event any Materials shall not qualify as “works made
for hire” within the meaning of the Copyright Act, RMH agrees to assign and
hereby does assign its copyrights related to these Materials to MCI and at MCI’s
request, will give MCI such information and execute any documents required to
vest all such copyrights in MCI. MCI and its assigns shall have the full, sole
and continuing right (without any payments or liabilities to any person) to use,
publish, perform, reproduce and distribute throughout the world any or all
portions of the Materials, either as a complete unit or in segments, any way MCI
sees fit and for any purpose whatsoever.

 

  9.3   MCI Proprietary Software. MCI will provide RMH access to MCI proprietary
operating system software and applications software loaded on the Equipment to
provide Services, and all associated documentation which MCI deems necessary to
the provision of Services and will periodically update the same. Ownership of
any such software and/or documentation (including, but not limited to all
modifications, derivatives, and/or enhancements thereto) provided by MCI to RMH
hereunder shall remain the property of MCI (including any copyrights, trade
secrets or other intellectual property rights therein.)

 

  9.3.1   Software Modifications. Notwithstanding the foregoing, in the event
MCI requests RMH to provide and RMH agrees to provide any modifications or
enhancements to the MCI Proprietary Software loaded on Equipment located at the
RMH Centers, RMH will provide to MCI, at no additional charge, one object code
copy of any such software modifications or enhancements and all associated
documentation, within ten (10) days of completing any such modifications or
enhancements. RMH agrees to test such software modifications with MCI and to
provide all necessary consultation to MCI in connection therewith.

 

  9.3.2   Ownership of MCI Proprietary Software Modifications. In the event that
RMH makes software modifications or enhancements to MCI Proprietary Software at
the RMH Centers at MCI’s request pursuant to Section 9.3.1, RMH agrees to and
hereby does assign to MCI all copyrights, trade secrets and other intellectual
property rights in such software modifications or enhancements to the MCI
Proprietary Software made by RMH.

 

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  9.3.3   MCI License Grant. For the term of this Agreement, MCI grants RMH a
non-transferable, royalty-free, fully paid-up and non-exclusive license to use
the MCI Proprietary Software at the RMH Center; provided that any use by RMH of
the MCI Proprietary Software shall be solely for the purpose of performing the
Services. This license will terminate upon the termination of this Agreement. In
the event the Parties agree to extend the Agreement, the term of the license for
the MCI Proprietary Software shall be extended accordingly.

 

  9.4   RMH License Grant. With respect to software specifically developed by
RMH at its cost solely to provide the Services (“Services Software”), RMH hereby
grants MCI, for the term of this Agreement and any renewals hereof, a
non-transferable, royalty-free, non-exclusive license to use such Services
Software and associated documentation only in conjunction with the Services
provided by RMH under this Agreement and for no other purposes whatsoever. At
the end of the license term, if MCI desires, the Parties shall negotiate in good
faith to conclude a license agreement allowing MCI to continue to use the
Services Software upon terms and for a license fee to be mutually agreed upon by
the Parties.

 

  9.5   Third Party Changes. Subject to the provisions of this Section 9.5, in
the event MCI desires to make or to have a third party make software changes to
the RMH Equipment, RMH LAN and/or RMH file server, RMH agrees to allow MCI,
under RMH’s supervision, to install or to have installed at the RMH Centers all
such software changes, provided such changes do not invalidate any warranties on
the RMH Equipment. MCI’s right to such changes is subject to RMH’s consent,
which shall not be unreasonably withheld. If approval of the provider of RMH
Equipment is required, RMH shall use reasonable efforts to obtain approval and
shall provide MCI with a written copy of any approval or disapproval. MCI will
be responsible for maintaining any such software changes and RMH shall not be
responsible for any failure to meet its obligations under the Agreement in the
event that such failure is caused by the MCI-initiated software changes. RMH
shall have no legal obligations with respect to the MCI-initiated changes except
as set forth in this Section 9.5, and, notwithstanding any limitations or
exclusions of liability under this Agreement, MCI shall indemnify, defend and
hold harmless RMH from and against all claims, damages, liabilities, costs and
expenses (including reasonable attorneys’ fees) arising in any way out of such
MCI-initiated changes or the installations thereof. MCI hereby grants RMH, or
shall cause the third party to grant to RMH, for the term of this Agreement and
any renewals hereof, a non-transferable, royalty-free, non-exclusive license to
use such software at its RMH Centers only and only in conjunction with the
provision of Services. All such MCI-initiated software changes (except those
made to MCI Proprietary Software) shall be the exclusive property of RMH or its
licensors, and MCI hereby assigns, and shall cause any third parties
contemplated by this Section 9.5 to assign, all right, title and interest in and
to such software changes to RMH or its licensors, as applicable.

 

  9.6   MCI Modifications. If MCI develops software modifications or
enhancements to either MCI or RMH Equipment, LAN and/or file servers, MCI shall
grant RMH a non-transferable, royalty-free, non-exclusive license to use such
software modifications or enhancements at its RMH Centers only and only in
conjunction with the provision of Services.

 

  9.7   Return of MCI Property. All copies of any software, databases or
documentation owned exclusively by MCI, or containing MCI Confidential
Information, shall be

 

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       returned to MCI immediately upon the termination of this Agreement, it
being acknowledged that RMH may retain any software, databases or documentation
exclusively owned by RMH, or licensed to RMH by an entity other than MCI, if all
MCI Confidential Information is removed from the applicable software, databases
and/or documentation.

 

10.   AUDITS. RMH will permit MCI, at MCI’s expense, to audit any of RMH’s
systems, documents, processes, data, or reports related to the performance of
this Agreement or payments due under this Agreement. Such audits: (i) may not be
held more frequently than twice per calendar year; (ii) shall require prior
written notice to RMH; and (iii) shall be held at a time and place to be
mutually agreed upon during normal business hours. Any information obtained by
MCI pursuant to an audit shall be subject to MCI’s obligation to keep such
information confidential as more fully set forth in Section 12 hereto.

 

11.   WARRANTIES AND REPRESENTATIONS.

 

  11.1   RMH warrants to MCI that the Services shall be performed in a
workmanlike manner and generally in accordance with the specifications and
descriptions of such Services as set forth in this Agreement.

 

  11.2   RMH warrants and represents that it is not currently bound by any other
agreements, restrictions or obligations, nor will RMH assume any such
obligations or restrictions which do or would in any way interfere or be
inconsistent with the Services to be furnished by RMH to MCI. RMH warrants and
represents that the signatory to this Agreement is authorized to enter into this
Agreement with MCI in all respects.

 

  11.3   MCI warrants and represents that it is not currently bound by any other
agreements, restrictions or obligations, nor will MCI assume any such
obligations or restrictions which do or would in any way interfere or be
inconsistent with MCI’s obligations to RMH under this Agreement. MCI warrants
and represents that the signatory to this Agreement is authorized to enter into
this Agreement with RMH in all respects. MCI warrants and represents that the
MCI Software and MCI Proprietary Software or other intangibles provided by MCI
to RMH to utilize in performing the Services will not infringe upon the
proprietary rights of any third party.

 

12.   CONFIDENTIALITY/PROPRIETARY INFORMATION.

 

  12.1   Prior to performing Services on behalf of MCI, RMH and each RMH
employee assigned to perform work under this Agreement shall read, understand,
adhere to, and sign a Confidentiality and Nondisclosure Agreement (NDA) in the
form reviewed and approved by MCI.

 

  12.2   The Parties agree that any and all confidential information and/or
proprietary information relating to past, present and future activities,
products, services, business plans, business practices designated as
confidential, or information that by its nature is presumed to be confidential
(“Confidential Information”) (including MCI Customer lists, MCI card numbers,
MCI Customer names, addresses and billing data, call detail and/or financial
information, information relating to MCI Customers or MCI Customer account
information, and/or databases, as well as other material specifically designated
by MCI in writing as confidential or proprietary) (“MCI Confidential
Information”)) furnished or disclosed in the course of this Agreement, or
disclosed during the effective period(s) of other

 

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       Nondisclosure Agreement(s) in effect between the Parties, shall be and
remain MCI or RMH property, as the case may be. During the term of this
Agreement and for seven (7) years thereafter, both Parties agree not to reveal,
disclose, divulge, sell, license, exchange, lease or in any other way transfer
the other Party’s Confidential Information to any third party. Neither Party
shall use the other Party’s Confidential Information for any purposes other than
the Services to be performed hereunder without prior express written permission
of the other Party and shall limit its copying of such Confidential Information
to such purposes and shall not disclose any such Confidential Information to
anyone except its personnel to whom such disclosure is necessary to carry out
the purposes of this Agreement. All such personnel shall be appropriately
notified that any such disclosure to them is made in confidence and shall be
held in confidence. In the event any such Confidential Information must be
disclosed by a Party to a third person for the purpose of allowing the Party to
provide the Services hereunder, the Party shall, prior to disclosure, obtain the
other Party’s written permission and if permission is granted, shall obtain from
the third person a written agreement regarding the confidentiality and specific
use of the Confidential Information, the terms of which shall be substantially
identical to those contained herein. Either Party shall forward a copy of such
third person’s nondisclosure agreement to the other Party upon written request.

 

  12.3   The provisions of Paragraph 12.2 above shall not apply to information
that was previously known to the other Party, free of any obligation to keep it
confidential as evidenced by written records, or information that is or has been
disclosed in the public domain, through no fault of the other Party, by third
persons who are under no obligation of confidence to either MCI or RMH, or
information independently developed by the other Party or obtained by a third
party. Any combination of Confidential Information disclosed from MCI to RMH or
RMH to MCI, shall not be deemed to be within the foregoing exceptions merely
because individual portions of such combinations are disclosed or separately
known in the public domain or known by the other Party. Either Party may
disclose Confidential Information if obligated by Court order or governmental
process after providing the other Party with prior notice that Confidential
Information is being sought by legal process.

 

  12.4   Both Parties acknowledge that the Confidential Information under this
Agreement constitutes unique, valuable and special trade secret and business
information of the respective Parties, and that disclosure of such Confidential
Information may cause irreparable injury to MCI or RMH as the case may be.
Accordingly, the Parties acknowledge and agree that the remedy at law for any
breach of the covenants contained in Paragraph 12.2 of this Agreement may be
inadequate, and in recognition, agree that the other Party shall, in addition,
be entitled to seek injunctive relief and reasonable attorneys’ fees and other
court costs and expenses, in the event of a breach or threatened breach of any
of the provisions of this Section 12 of this Agreement, which relief shall be in
addition to and not in derogation of any other remedies which may be available
to the other Party as a result of such breach.

 

  12.5   Either Party may file copies of this Agreement with a court or public
agency, to the extent necessary to comply with applicable law or regulation,
including, without limitation, to comply with mandatory filing under the rules
and regulations of the Securities and Exchange Commission and to the extent
necessary in connection with review by lending institutions, subject to
appropriate confidentiality restrictions and subject to Section 16. The filing
Party shall promptly notify the other Party of such requirement

 

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13.   INDEMNIFICATION/LIMITATION OF LIABILITY.

 

  13.1   RMH agrees to indemnify, defend and hold harmless MCI, its parent
company, subsidiaries, affiliates, employees, agents and assigns from and
against all claims, complaints, causes of action, liabilities, judgments,
losses, penalties, costs and expenses (including allocable costs of in-house
counsel and other reasonable attorneys’ fees) brought by third parties that
arise out of or in connection with (i) its breach of or default of any covenant
or provision of this Agreement, (ii) the acts, errors, representations,
misrepresentations, or negligence of RMH, or its officers, employees,
affiliates, or agents, except insofar as such acts, omissions or performance are
specifically required by any Policies or Procedures established by MCI, or (iii)
violation by RMH of a third party’s trade secrets, proprietary information,
trademarks, copyright or patent rights in connection with the performance of the
Services.

 

  13.2   MCI agrees to indemnify, defend and hold harmless RMH, its parent
company, subsidiaries, affiliates, employees, agents and assigns from and
against all claims, complaints, causes of action, liabilities, judgments,
losses, penalties, costs and expenses (including allocable costs of in-house
counsel and other reasonable attorneys’ fees) brought by third parties that
arise out of or in connection with (i) its breach of or default of any covenant
or provision of this Agreement, (ii) the acts, errors, representations,
misrepresentations or negligence of MCI or its officers, employees, affiliates
or agents, (iii) RMH’s compliance with any Policies or Procedures specifically
established by MCI, (iv) MCI’s failure to provide products or services to its
Customers or any defect or deficiency in any products or services provided by
MCI to its Customers, or (v) violation by MCI of a third party’s trade secrets,
proprietary information, trademarks, copyright or patent rights in connection
with the performance of its obligations under this Agreement.

 

  13.3   Except with respect to their obligations under the preceding provisions
of this Section 13 regarding indemnification for third party claims under this
Agreement; neither Party shall have liability to the other with respect to its
obligations under this Agreement for consequential, exemplary, special,
incidental or punitive damages even if such Party has been advised of the
possibility of such damages. None of the payments, fines or penalties set out in
Section 3.8, above, shall be considered subject to this Section.

 

14.   INSURANCE. RMH shall maintain during the Term of this Agreement all
insurance and/or bonds required by law and as set forth herein, including but
not limited to: (i) Workmen’s Compensation Insurance [*]; (ii) Employer’s
Liability Insurance [*]; (iii) Comprehensive General Liability Insurance and, if
the use of automobiles is required, comprehensive automobile liability insurance
for owned, hired and non-owned automobiles, [*]; (iv) Professional Liability and
Errors and Omissions Insurance covering RMH and MCI against damages caused by
RMH of [*]; and (v) Fidelity bond coverage, covering acts of employee dishonesty
of [*]; (vi) such other “umbrella” and “excess” policy coverage which RMH or its
parent corporation may have in effect from time to time to cover the actions of
RMH, its employees and agents. [*]. RMH shall, prior to the start of work,
furnish certificates or adequate proof of the foregoing insurance. Further, RMH
will ensure that each such certificate shall state that the insurance will not
be canceled or modified unless [*].

 

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15.   INTELLECTUAL PROPERTY.

 

  15.1   Except as expressly provided in this Agreement, nothing in this
Agreement shall be deemed to grant a Party any license, sublicense, copyright
interest, proprietary right or other claim against or interest in the other
Party’s copyrights, patents, or other intellectual property.

 

  15.2   Neither Party will use, or permit their respective employees, agents
and subcontractors to use, the trademarks, service marks, logos, trade names or
other proprietary designations of the other Party, or the other Party’s
affiliates, whether registered or unregistered, except in performance of the
Services and obligations under this Agreement, and with such other Party’s prior
written consent.

 

16.   PUBLICITY AND USE OF RMH’s AND/OR MCI’s NAME. The Parties agree that they
will not make, and they will prevent any of their subcontractors from making,
without the prior written consent of the other Party, any news release or public
announcements which would confirm or deny the existence or the terms and
conditions of all or any part of this Agreement or any discussions or
negotiations culminating herein, or the fact or nature of their participation
hereunder, or any phase of any Services provided or activity conducted hereunder
including, but not limited to, such information as the location of RMH Centers,
number of CSRs, TMRs and related Center Management and Administrative Personnel
or any other information, whether or not Confidential Information, which would
relate to or reflect on the nature or quality of the Services or obligations
provided pursuant to this Agreement. RMH represents that it will not make a
public filing mentioning this Agreement unless such filing is mandatory under
the Securities and Exchange Commission Rules and Regulations. In the event RMH
is required under Securities and Exchange Commission Rules and Regulations to
make a mandatory public filing which will mention MCI or this Agreement, RMH
shall immediately notify MCI and RMH shall seek confidential treatment from the
Securities and Exchange Commission for any attachment to such mandatory filing.
Violation of this Paragraph shall be considered a material breach and cause for
termination under Section 8.

 

17.   FRAUD PROCEDURES. RMH shall use reasonable efforts to take the following
measures to help minimize fraud:

 

  17.1   Destroy all CSR or TMR notes used at the RMH Centers periodically as
directed by MCI;

 

  17.2   Give MCI reasonable and appropriate assistance in the investigation of
fraud by an RMH employee, it being understood and agreed that each Party shall
bear its own costs, both internal and external, of such investigations;

 

  17.3   Make reasonable efforts to establish and implement a standard operating
procedure for maintaining a paperless environment absent exigent circumstances;

 

  17.4   Establish and implement a standard operating procedure to control the
recordation of customer authorization codes in any media except as jointly
agreed upon by MCI and RMH to support the delivery of Services and absent
exigent circumstances; and

 

  17.5   Allow MCI to make periodic reviews of RMH’s fraud procedures, as such
procedures relate to fraud control hereunder.

 

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18.   FORCE MAJEURE.

 

  18.1   Force Majeure. Neither Party shall be liable for a failure or delay in
performance of its obligations hereunder by reason of any circumstance which is
caused by an act of God, or other factors beyond its reasonable control,
including labor disputes, where such delay or failure could not have been
prevented by reasonable precautions and cannot reasonably be circumvented by the
Party through the use of alternate sources, work-around plans, or other means.
During a force majeure occurrence, the non-performing Party shall be excused
from any further performance or observance of the obligation(s) so affected for
as long as such circumstances prevail and such Party continues to use its best
efforts to recommence performance or observance whenever and to whatever extent
possible without delay. The failure or a delay of an equipment vendor shall not
be considered beyond the control of a Party. If either Party becomes aware of
any such factor that would cause a delay or failure in performance, it shall
immediately notify the other Party of the existence of such factor and probable
length of continuation thereof, and no Party’s failure or delay in performance
will be excused under this Section before such notice is provided.

 

  18.2   If a force majeure occurrence prevents RMH from rendering Services
pursuant to this Agreement and RMH with the cooperation and assistance of MCI
(but without any obligation on MCI to incur costs), is unable to resume Services
for fourteen (14) or more consecutive days, MCI’s obligations to continue making
payments to RMH and to be responsible for its obligations under the Annual
Volume Commitment provided herein shall be suspended until Services are resumed.
Immediately following the aforementioned fourteen (14) day period MCI shall have
the right, but not the obligation, to immediately terminate this Agreement as to
the RMH Centers so affected. If MCI does not exercise its right to terminate
this Agreement under this Section, MCI may elect upon notice to RMH to extend
the Term for a period equal to the period during which RMH’s rendition of
Services was prevented due to a force majeure occurrence. For the purposes of
this Section 18.2, a resumption of performance will be deemed to have occurred
if RMH is able to implement work-around plans acceptable to MCI, and at RMH’s
cost, that result in Calls being handled by RMH either at the affected RMH
Center or other RMH Centers. In the event RMH implements a work-around plan, MCI
shall use reasonable efforts, at RMH’s cost, to support RMH, including without
limitation, arranging for and installing MCI Equipment and MCI Software at RMH’s
other Center(s) then being used to resume performance, and assigning MCI
personnel to such Center(s) to perform the same functions they were performing
at the affected RMH Centers. If a work-around plan is implemented, RMH shall use
reasonable efforts to restore or replace the affected Center as soon as possible
after the force majeure occurrence.

 

  18.3   Within sixty (60) days of execution of this Agreement, RMH agrees to
develop a mutually acceptable disaster recovery plan, which, upon execution by
both Parties, will supersede the terms of Section 18.2. The Parties acknowledge
and agree that such plan will outline RMH’s responsibilities in the case of a
force majeure occurrence.

 

19.   DISPUTE RESOLUTION PROCEDURES. In the event of a dispute under this
Agreement, other than a dispute related to the release of Confidential
Information, the Parties agree to take the following steps to resolve the
dispute:

 

  19.1   RMH’s Operation Team and MCI’s Operation Team will make good faith
efforts to resolve the matter before forwarding the matter to the next level;

 

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  19.2   The matter will then be referred to the respective Authorized
Individuals named in Schedule H; and

 

  19.3   If the most senior Authorized Individuals for MCI and RMH cannot
resolve the matter within fourteen (14) days and do not agree to extend the time
for them to reach a resolution then the matter will be referred to arbitration.

 

20.   ARBITRATION. Any dispute arising out of or related to this Agreement,
which cannot be resolved by negotiation between MCI and RMH, shall be settled by
binding arbitration in accordance with the J.A.M.S/ENDISPUTE Arbitration Rules
and Procedures, as amended by this Agreement. Arbitrator selection shall be by
mutual agreement, and the Parties shall make reasonable efforts to select three
(3) arbitrators, at least one of whom has relevant telecommunications and/or
call center industry experience. If the Parties have not agreed upon three (3)
arbitrators within thirty (30) days of the matter being submitted to
arbitration, the next day each Party will select one arbitrator and within the
next five (5) days, the two arbitrators will select the third arbitrator. The
costs of arbitration, including the fees and expenses of the arbitrators, shall
be shared equally by the Parties unless the arbitration award provides
otherwise. Each Party shall bear the cost of preparing and presenting its case.
All arbitration proceedings shall be held at the location designated by the
Party seeking the arbitration. The Parties agree that this provision and the
arbitrators’ authority to grant relief shall be subject to the United States
Arbitration Act, 9 U.S.C. 1-16 et seq. (“USAA”), the provisions of this
Agreement, and the ABA-AAA Code of Ethics for Arbitrators in Commercial
Disputes. The Parties agree that the arbitrators shall have no power or
authority to make awards or issue orders of any kind except as expressly
permitted by this Agreement, and in no event shall the arbitrators have the
authority to make any award that provides for punitive or exemplary damages. The
arbitrators’ decision shall follow the plain meaning of the relevant documents,
and shall be final and binding. The award may be confirmed and enforced in any
court of competent jurisdiction. All post-award proceedings shall be governed by
the USAA. This provision should not be construed so as to prohibit either Party
from seeking preliminary or permanent injunctive relief in any court of
competent jurisdiction.

 

21.   ATTORNEYS’ FEES. In the event that either Party is required to enforce or
preserve any of its rights hereunder, the non-prevailing Party shall pay all of
the prevailing Party’s reasonable attorneys’ fees and costs, including allocable
costs of in-house counsel, incurred in connection with any such action.

 

22.   GOVERNING LAW. This Agreement shall be interpreted, construed and governed
by the laws of the State of New York, without regard to its conflict of law
provisions.

 

23.   IMMIGRATION LAWS COMPLIANCE.

 

  23.1   RMH warrants, represents, covenants and agrees that it will not
knowingly assign to perform Services under this Agreement any individual who is
an unauthorized alien under the Immigration Reform and Control Act of 1986 or
its implementing regulations.

 

  23.2   In the event any RMH personnel performing Services under this
Agreement, or other individual(s) providing Services to MCI on behalf of RMH
under this Agreement, are discovered to be unauthorized aliens, RMH will
immediately remove such individuals from performing Services and replace such
individuals with individuals who are, to RMH’s knowledge, not unauthorized
aliens.

 

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24.   NO ASSIGNMENT. This Agreement may not be assigned by any Party by
operation of law, or otherwise, except with the prior written consent of the
other Party. Neither Party shall voluntarily or by operation of law assign,
sublicense, transfer, encumber or otherwise dispose of all or any part of its
interest in this Agreement without the prior written consent of the
non-assigning Party. Any attempted assignment, sub-license, transfer,
encumbrance or other disposal without such consent shall be void and shall
constitute a material default and breach of this Agreement. A change in the
controlling interest of a Party shall not be deemed an assignment for purposes
of this section except if the holder of such controlling interest is a
competitor of MCI, its parent subsidiaries or affiliates. Notwithstanding the
foregoing, either Party may assign or transfer its rights and obligations
hereunder to an adequately capitalized affiliate or subsidiary to which its
relevant operations and assets are transferred and which is not a competitor of
MCI, its parent, subsidiaries or affiliates; provided, however, that MCI must
approve such an assignment by RMH, such approval not to be unreasonably
withheld, nor shall such approval be conditioned upon receiving any monetary
consideration from RMH or the assignee or obtaining any additional terms for
MCI’s betterment in this Agreement.

 

25.   NOTICES. Any notice, consent, approval, election or other communication
provided for in this Agreement shall be in writing and shall be either (i)
personally delivered, (ii) sent by reputable overnight courier service (charges
prepaid), or (iii) sent via facsimile (with confirmation of transmission) to the
addresses listed below. The Parties agree that this Section does not apply to
regular operational communications:

 

     If to MCI:

MCI WORLDCOM Communications, Inc.

22001 Loudoun County Parkway

Ashburn, VA 20147

Attention: Rob Marney

Facsimile: (703) 886-0171

 

with copies to:

MCI WORLDCOM Communications, Inc.

22001 Loudoun County Parkway

Ashburn, VA 20147

Attention: MCI Legal

Facsimile: (703) 886-0568

 

     If to RMH:

RMH Teleservices, Inc.

15 Campus Boulevard

Newtown Square, PA 19073

Attention: Scot Brunke

Facsimile: (610) 492-0042

 

with copies to:

RMH Teleservices, Incorporated

Wolf, Block Schorr & Solis-Cohen

1650 Arch Street

Philadelphia, PA 19103

Attention: Jay Dubow, Esq.

Facsimile: (215) 977-2334

 

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     Any Party may change the address, person or facsimile number to which its
communications are sent by giving notice as provided for herein.

 

26.   NO WAIVER. The failure of either Party in any one or more instances to
insist upon strict performance of any of the terms and provisions of this
Agreement, or to exercise any option herein conferred shall not be construed as
a waiver or relinquishment, to any extent, of the right to assert or rely upon
any such terms, provisions or options on any future occasion.

 

27.   HEADINGS. The Section headings contained in this Agreement are for
reference purposes only and shall not affect in any manner the meaning or
interpretation of this Agreement. The use of the words “shall” and “will” are
intended by the Parties to have the same meaning throughout this Agreement.

 

28.   SEVERABILITY. If any of the provisions of this Agreement shall be invalid
or unenforceable, such invalidity or unenforceability shall not invalidate or
render unenforceable the entire Agreement, but rather the entire Agreement shall
be construed as if not containing the particular invalid or unenforceable
provision or provisions, and the rights and obligations of the Parties shall be
construed and enforced accordingly.

 

29.   ENTIRE AGREEMENT, AMENDMENTS, MODIFICATIONS, THIRD PARTY BENEFICIARIES AND
SURVIVAL.

 

  29.1   Entire Agreement. This Agreement shall become binding when executed by
both Parties. This Agreement constitutes the entire Agreement between MCI and
RMH with respect to the subject matter hereof and supercedes any previous
agreements or understandings with respect to that subject matter.

 

  29.2   Modification. This Agreement shall not be amended or modified in any
manner, except by an instrument in writing signed by duly authorized
representatives of each of the Parties hereto.

 

  29.3   No Third Party Beneficiaries. Except as specifically provided herein,
no person not a Party hereto shall have any interest herein or be deemed a third
party beneficiary hereof. This Agreement shall not provide any person or entity
not a Party to this Agreement with any remedy, claim, liability, reimbursement,
cause of action or other right in addition to those existing without reference
to this Agreement.

 

  29.4   Survival. Those provisions of this Agreement that require performance
or impose obligations that extend beyond the terms of this Agreement shall
survive any termination or expiration of the Agreement.

 

30.   ORDER OF PRECEDENCE. In the event of an inconsistency between or among the
textual provisions of the Agreement and/or the Schedules, the inconsistency
shall be resolved by giving precedence in the following order:

  (a)   Text of Agreement

  (b)   Schedules to the Agreement

 

31.   COMPLIANCE WITH LAW.

 

  31.1   At all times during the term of this Agreement, RMH shall fully comply,
and be and remain in compliance, with all applicable laws, rules and
regulations, and the terms of this Agreement relating to or affecting the
performance of its obligations hereunder, including, but not limited to, the
federal Telephone Consumer

 

21

--------------------------------------------------------------------------------

       Protection Act and all state equivalent laws, along with laws related to
employment of labor, hours of labor, working conditions, payment of wages, and
payment of taxes, such as unemployment, social security and other payroll taxes,
and shall secure and maintain in full force and effect all licenses, permits and
authorizations necessary for the performance of its obligations hereunder.
Additionally, RMH will fully comply with any requirements imposed upon MCI by
any regulatory body or court, whether by Order, Judgment, Settlement or Consent
Decree, as regards the sales of telecommunications services.

 

  31.2   At all times during the term of this Agreement, MCI shall fully comply,
and be and remain in compliance with all applicable laws, rules and regulations,
and the terms of this Agreement relating to or affecting the performance of its
obligations hereunder, and shall secure and maintain in full force and effect
all licenses, permits and authorizations necessary for the performance of its
obligations hereunder.

 

  31.3   Each Party shall immediately notify the other Party in writing of the
commencement or threatened commencement of any action, suit or proceeding, and
the issuance or threatened issuance of any order, writ, injunction or decree,
involving its activities under this Agreement.

 

32.   NON-ASSUMPTION

 

  32.1   RMH agrees that this amendment does not constitute an assumption of the
Agreement as that term is used under applicable bankruptcy law.

 

IN WITNESS WHEREOF, the Parties have executed this Agreement through their
authorized representatives.

 

RMH TELESERVICES, INC.

 

MCI WORLDCOM

COMMUNICATIONS, INC.

/s/ J. Scot Brunke

--------------------------------------------------------------------------------

Signature

 

/s/ Gregory Rayburn

--------------------------------------------------------------------------------

Signature

J. Scot Brunke

--------------------------------------------------------------------------------

Name

 

Gregory Rayburn

--------------------------------------------------------------------------------

Name

Chief Financial Officer

--------------------------------------------------------------------------------

Title

 

Chief Restructuring Officer

--------------------------------------------------------------------------------

Title

12/13/02

--------------------------------------------------------------------------------

Date

 

12/15/02

--------------------------------------------------------------------------------

Date

 

 

 

22

--------------------------------------------------------------------------------

 

List of Schedules

 

Schedule A – Definitions

 

Schedule B – Top Center Ranking

 

Schedule C – Pricing

 

Schedule D – Equipment/Software

 

Schedule E – Termination Payments

 

Schedule F – Operation Teams

 

Schedule G – Compensation Structure

 

Schedule H – Authorized Individuals

 

23

--------------------------------------------------------------------------------

 

Schedule A

DEFINITIONS

 

Terms appearing in initial capital letters shall have the meaning set forth in
this Schedule and/or as elsewhere set forth in the Agreement.

 

“Abandoned Call” shall mean a Call that has been seized by the ACD but was not
answered by a CSR prior to disconnect, as measured by the ACD.

 

“ABay” shall mean a type of training that is split between “classroom” work and
time the CSR or TMR is plugged into the ACD making or handling calls.

 

“ACD” shall mean automatic call distribution equipment.

 

“Agency Escalation” shall mean any complaint received by MCI from the FCC, FTC,
BBB, or any state commission or agency regarding Services performed by RMH CSRs
or TMRs.

 

“Agreement” means this Agreement for provision of Call Center Services between
MCI WORLDCOM Communications, Inc. and RMH Teleservices, Inc., including the
principal agreement and all Schedules.

 

“Attrition” shall mean the loss of CSRs and TMRs that results from normal
business events such as voluntary terminations, involuntary terminations,
internal promotions, internal demotions and retirements.

 

“Average Handle Time (“AHT”) shall equal Handle Time divided by Calls Handled.

 

“Authorized Individuals” shall be those individuals identified in Schedule H.

 

“Calls Handled” shall mean Calls Offered less Abandoned Calls, as measured by
the ACD.

 

“Calls Offered” shall mean the Calls routed from MCI’s network to a RMH Center,
as measured by the ACD.

 

“Call Campaign” shall mean an identifiable body of MCI Data delivered to RMH for
use in making Telemarketing Calls.

 

“Center Management and Administrative Personnel” shall mean RMH personnel
responsible for directing the activities of RMH Centers.

 

“Confirmed Line Sale” shall mean a sale of an MCI product or service by an RMH
TMR that the TPV vendor confirms to be a sale through the use of specific TPV
standards which demonstrate that the Customer has authorized a switch of his or
her long distance, local toll, or local telephone service for a particular ANI
from his or her previous carrier to MCI.

 

“Customer” or “MCI Customer” shall mean a current or potential customer of MCI.

 

“Customer Service Call(s)” or “Call(s)” shall mean inbound
telecommunications-related customer service inquiries handled and resolved by
CSRs, and include the upselling of MCI products and services. These calls begin
with a Customer or other outside seizure that reaches the ACD.

 

24

--------------------------------------------------------------------------------

 

“Cycle” shall mean the division of a month for telemarketing purposes. Each
month is divided into two Cycles (1st –15th and

16th-month end).

 

“Handle Minutes” shall equal Calls Handled times AHT.

 

“Handle Time” shall equal Talk Time plus Work Time plus Unavailable Time.

 

“Houston Center Lease” shall mean that certain Sublease Agreement dated October
28, 2000 between RMH and Wal-Mart Real Estate Business Trust, as amended by
First Amendment to Sublease dated January 17, 2001.

 

“Internal Centers” shall mean MCI’s own customer service and telemarketing call
centers.

 

“LAN” shall mean local area network.

 

“MCI Competitor” shall be any entity providing long distance telephone service,
local telephone service, internet access or service, cellular or PCS service,
wireless or fixed wireless service, paging service and cable service.

 

“MCI Data” shall mean MCI’s list of consumer leads made available by MCI to RMH
to be Called and offered MCI services and/or products.

 

“Parties” shall mean MCI WORLDCOM Communications, Inc. and RMH Teleservices,
Inc.

 

“Policies and Procedures” means the MCI Policies and Procedures for performing
telemarketing and customer service.

 

“RMH Center(s)” shall mean the RMH call center service facilities.

 

“Schedule Adherence” shall mean a comparison of actual CSRs versus planned CSRs
at each 1/2 hour time period.

 

“Seasonality” shall mean those periods where Services decrease due to the
holiday season, resulting in a reduced number of working days during the holiday
season months.

 

“Segment” shall mean a specified type of Customer Service Call (e.g., local,
partner, unbranded).

 

“Talk Time” shall mean the time involved in handling a call, starting when a
Call is seized by a CSR and ending when the Call is released by a CSR or is
otherwise disconnected as measured by the ACD.

 

“Telemarketing Representative” or “TMR” shall mean an employee, agent or
independent contractor of RMH who has responsibility for providing the
telemarketing Services at the RMH Centers in accordance with the terms of this
Agreement.

 

“Telemarketing Call” or “Call” shall mean an outbound residential or small
business telemarketing call that is automatically dialed through the RMH
Center’s automatic dialer to a lead contained in the MCI Data and then routed,
via MCI’s system and the SMART/Call desktop application, to a TMR to handle the
Services as measured by the ACD.

 

“Training Hour” shall mean the time a CSR or TMR is in MCI- specific training.
The term “Training Hour” does not include time spent by a CSR/TMR in Initial
Training, logged onto the system, scheduled breaks, means, on sick leave,
disability leave, family leave, vacation, jury duty or military service.

 

25

--------------------------------------------------------------------------------

 

“Unavailable Time” shall mean the total time, in seconds, a CSR was logged in to
the ACD but unavailable to take Calls.

 

“Work Hour or System Hour” shall mean each hour that a CSR/TMR is logged onto
the system making a Call or waiting to make a Call as measured by the ACD. The
term “Work Hour” does not include time spent by a CSR/TMR in ongoing training,
meetings, pre-shift meetings, scheduled breaks, unscheduled breaks, Unavailable
Time, meals, on sick leave, disability leave, family leave, vacation, jury duty
or military service.

 

“Work Time” shall mean time spent by a CSR performing follow-up work on a Call
(account notation, etc.), as measured by the ACD. During Work Time, a CSR is
signed onto the ACD in the Work Time state and is not available to answer a
Call. The average of Work Time per Call Handled shall be known as “Average Work
Time” (“AWT’) and shall be calculated by dividing total Work Time by total Calls
Handled.

 

26

--------------------------------------------------------------------------------

 

SCHEDULE B

 

TOP CENTER RANKING

 

1.   Top Center Ranking.

 

  1.1.   Top Center Ranking is an MCI measurement of key elements that allows
MCI to focus on the critical areas of call center operation. Every Center is
measured and stack ranked on the same elements.

 

  1.2.   Customer Service Centers and Telemarketing Centers are measured on
different key elements. MCI has the right, in its sole discretion, to vary the
elements contained in each Top Center Ranking, the performance standards
contained in each element, and the weight each element is given. All
modifications will be consistent with those utilized by MCI for its Internal
Centers.

 

  1.3.   RMH agrees to meet the performance standards for each key element as
set out in MCI’s Policies and Procedure.

 

  1.4.   MCI will publish daily reporting on the Top Center Rankings. MCI will
publish monthly rankings. All penalties and incentives are paid based on monthly
rankings, as set out in Schedule C.

 

2.   Top Telemarketing Center Ranking.

 

  2.1.   Key elements may include, but are not limited to the following:

 

  2.1.1.   Sales

 

  2.1.2.   Attrition

 

  2.1.3.   Budget Management

 

  2.1.4.   Paid Efficiency

 

  2.1.5.   Standard Operating Procedures

 

3.   Top Customer Service Center Ranking.

 

  3.1.   Key elements may include, but are not limited to the following:

 

  3.1.1.   Sales

 

  3.1.2.   Quality (QCI)

 

  3.1.3.   Staffing (Schedule Adherence/Schedule Compliance)

 

  3.1.4.   Call Handing (AHT)

 

27

--------------------------------------------------------------------------------

 

SCHEDULE C

Pricing

 

1.   RMH PRICING.

 

  1.1   Monthly Customer Service Compensation :

 

  1.1.1   RMH shall be compensated on a monthly basis as follows:

 

  1.1.1.1   If actual Handle Minutes (actual Calls Handled x monthly AHT goal)
is greater than [*] of the monthly Handle Minute Forecast, then compensation is
based on actual Handle Minutes.

 

  1.1.1.2   If actual Handle Minutes are below [*] of the monthly Handle Minute
Forecast and RMH has met the minimum Schedule Adherence Standards, then MCI will
compensate RMH for [*] of the monthly Handle Minute Forecast.

 

  1.1.1.3   If RMH has not met the minimum Schedule Adherence Standards, then
compensation is based on the actual Handle Minutes.

 

  1.1.2   RMH will document actual AHT and Calls Handled per invoice via the ACD
reports. MCI reserves the right to review the ACD, ancillary reports, and any
back-up documentation as necessary, notwithstanding any limits on number of
audits set forth in Section 10 of the Agreement.

 

  1.1.3   Handle Minute Pricing Schedule:

 

  1.1.3.1   For all Calls Handled by CSRs being paid Language Diff

 

Customer Service: Spanish

--------------------------------------------------------------------------------

  

2001

--------------------------------------------------------------------------------

  

2002-2005

--------------------------------------------------------------------------------

<= [*] Handle Minutes

  

$

[*]/System Hour

  

$

[*]/System Hour

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

[*]

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

>[*]

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

 

  1.1.3.2   For all Calls Handled by CSRs not being paid Language Diff

 

Customer Service: English

--------------------------------------------------------------------------------

  

2001

--------------------------------------------------------------------------------

  

2002-2005

--------------------------------------------------------------------------------

<= [*] Handle Minutes

  

$

[*]/System Hour

  

$

[*]/System Hour

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

[*]

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

>[*]

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

 

  1.1.3.3   Pricing Example:

 

MCI shall compensate RMH for Handle Minutes on a System Hour basis if volumes do
not exceed [*] Handle Minutes per month. Where Handle Minutes exceed [*] per
month, MCI shall compensate RMH on a per Handle Minute basis. The [*] Handle
Minutes per month will be paid at the rates set forth above. All incremental
Handle Minutes above [*] will be paid at the rates set forth above.

 

  1.2   Monthly Telemarketing Compensation

 

  1.2.1   RMH shall be compensated on all actual Work Hours, as qualified by
Section 1.2.1.1.

 

  1.2.1.1   If RMH believes actual Work Hours will be [*] of the monthly Work
Hour Forecast, then RMH must provide written notice outlining the reasons for
the overage/shortfall. This notice must be provided [*] prior to the end of the
month. If this notice is not provided and hours are greater than [*] to Work
Hour Forecast, MCI reserves the right to limit the compensation payment for that
month to [*] of the Work Hour Forecast.

 

  1.2.2   Hourly Pricing Schedule:

 

  1.2.2.1   For all Work Hours by TMRs being paid Language Diff

 

TeleMarketing: English

--------------------------------------------------------------------------------

    

2001-June 2002

--------------------------------------------------------------------------------

    

July-Dec 2002

--------------------------------------------------------------------------------

  

2003-2006

--------------------------------------------------------------------------------

<= [*] Handle Minutes

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

[*]

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

>[*]

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

 

  1.2.2.2   For all Work Hours by TMRs not being paid Language Diff

 

TeleMarketing: English

--------------------------------------------------------------------------------

    

2001-June 2002

--------------------------------------------------------------------------------

    

July-Dec 2002

--------------------------------------------------------------------------------

  

2003-2006

--------------------------------------------------------------------------------

<= [*] Handle Minutes

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

[*]

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

>[*]

    

$

[*]

    

$

[*]

  

$

[*]

      

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

 

  1.2.2.3   Pricing Example:

 

The first [*] Work Hours per month will be paid at [*] per Work Hour. All
incremental Work Hours above [*] and up to [*] will be paid at [*] per Work
Hour. All incremental Work Hours above [*] will be paid at [*] per Work Hour. .

 

2.   PENALTIES/INCENTIVES

 

  2.1.   RMH will be eligible to receive penalties and incentives for the
performance of both customer service and telemarketing Services. Penalties and
incentives are based on Top Center Rankings as set out in Schedule B.

 

  2.1.1   RMH will not be eligible for penalties or incentives until [*].

 

  2.1.2   Customer Service and Telemarketing Top Center Rankings will both be
measured. Any penalties or incentives will be separately applied to customer
service and telemarketing compensation.

 

  2.1.3   The Penalty/Incentive Pay Schedule will be applied to the actual
Handle Minutes paid for customer service, and the actual Work Hours paid for
telemarketing.

 

  2.1.4.   Penalties/incentives will be invoiced on the first invoice following
MCI’s monthly determination of Top Center Rankings.

 

TM Ranking

--------------------------------------------------------------------------------

    

Penalties/Incentives

--------------------------------------------------------------------------------

Top Center

    

[*]

Top [*] Centers

    

[*]

Top[*]

    

[*]

Bottom[*]

    

[*]

Bottom [*] Centers

    

[*]

Bottom Center

    

[*]

 

  2.2   Penalty/Incentive Pay Schedule.

 

  2.2.1   Top Center incentive is based on meeting all qualifications for Top
Center and being ranked number 1.

 

  2.2.2   All other Penalty/Incentive categories are based on the stack ranking
of all Centers.

 

3.   Monthly Management Fee

 

  3.1.   MCI agrees to pay RMH a Monthly Management Fee for the use of the [*].
The Monthly Management Fee is premised on MCI having dedicated use of the [*].
In the event that MCI agrees to allow RMH to use any of part of the [*], this
fee will be renegotiated.

  3.2.   The Monthly Management Fee will be [*].

 

28

--------------------------------------------------------------------------------

 

SCHEDULE D

 

EQUIPMENT/SOFTWARE

 

Item

--------------------------------------------------------------------------------

 

Qty

--------------------------------------------------------------------------------

 

Cost

--------------------------------------------------------------------------------

  

Owner

--------------------------------------------------------------------------------

              

AVI

 

[*]

 

[*]

  

MCI

              

Headsets

 

[*]

 

[*]

  

MCI

              

Network

 

[*]

 

[*]

  

MCI

              

Other 1x Costs

 

[*]

 

[*]

  

MCI

              

Radio Communication

 

[*]

 

[*]

  

MCI

              

Servers

 

[*]

 

[*]

  

MCI

              

Software Licenses

 

[*]

 

[*]

  

MCI

              

Telco

 

[*]

 

[*]

  

MCI

              

Spectrum ACD

 

[*]

 

[*]

  

MCI

              

Cisco Routers

 

[*]

 

[*]

  

MCI

              

MCI Cost Subtotal

     

[*]

                   

PCs

 

[*]

 

[*]

  

RMH

              

Printers

 

[*]

 

[*]

  

RMH

              

Cabling/Wiring

 

[*]

 

[*]

  

RMH

              

Fax Machines

 

[*]

 

[*]

  

RMH

              

Copy Machines

 

[*]

 

[*]

  

RMH

              

Sound System

 

[*]

 

[*]

  

RMH

              

Security System

 

[*]

 

[*]

  

RMH

              

RMH Cost Subtotal

     

[*]

                   

MCI + RMH Cost Total

     

[*]

                   

MCI Provided Equipment

       

[*]

  

[*]

AVI

       

[*]

  

[*]

AVI            Projectors

       

[*]

  

[*]

AVI            TVs

       

[*]

  

[*]

AVI            VCRs

       

[*]

  

[*]

Headsets            

       

[*]

  

[*]

Headsets            Cordless Sup

       

[*]

  

[*]

Headsets            Rep Headsets

       

[*]

  

[*]

Network

       

[*]

  

[*]

Network Analyzer

       

[*]

  

[*]

Network Cabling

       

[*]

  

[*]

Network Firewall

       

[*]

  

[*]

Network Routers

       

[*]

  

[*]

Network Routers

       

[*]

  

[*]

Network Sniffer

       

[*]

  

[*]

Other 1x Costs

       

[*]

  

[*]

Radio Communication

       

[*]

  

[*]

Radios                    Motorola

       

[*]

  

[*]

Servers            

       

[*]

  

[*]

Server            Backend

       

[*]

  

[*]

Server            E2E

       

[*]

  

[*]

Server            Genesys

       

[*]

  

[*]

Server            Racks

       

[*]

  

[*]

Server            Spectrum

       

[*]

  

[*]

Software Licenses

       

[*]

  

[*]

Software Licenses            3CS

       

[*]

  

[*]

Software Licenses            IEX

       

[*]

  

[*]

Software Licenses            NetOp

       

[*]

  

[*]

Software Licenses            SHI

       

[*]

  

[*]

Software Licenses            SQL/Oracle

       

[*]

  

[*]

Software Licenses            TAL

                    

[*]

  

[*]

Software Licenses            Witness

                    

[*]

  

[*]

Telco

                    

[*]

  

[*]

Telco            Consoles

                    

[*]

  

[*]

Telco            ECHO Cards

                    

[*]

  

[*]

Telco            INOVA

                    

[*]

  

[*]

Telco            Install

                    

[*]

  

[*]

Telco            Mini Inmate Phones

                    

[*]

  

[*]

Telco            Misc

                    

[*]

  

[*]

Telco            PBX Phones & Vmail

                    

[*]

  

[*]

Telco            Spectralink Phones

                    

[*]

  

[*]

Telco            Spectrum Equipment

                    

[*]

  

[*]

Telco            Telco Cards

                    

[*]

  

[*]

            Total

          

[*]

              

 

[*]

 

29

--------------------------------------------------------------------------------

 

SCHEDULE E:

 

TERMINATIONPAYMENTS

 

      

Payment Schedule 1

--------------------------------------------------------------------------------

    

Payment Schedule 2

--------------------------------------------------------------------------------

Jan-03

    

[*]

    

[*]

Feb-03

    

[*]

    

[*]

Mar-03

    

[*]

    

[*]

Apr-03

    

[*]

    

[*]

May-03

    

[*]

    

[*]

Jun-03

    

[*]

    

[*]

Jul-03

    

[*]

    

[*]

Aug-03

    

[*]

    

[*]

Sep-03

    

[*]

    

[*]

Oct-03

    

[*]

    

[*]

Nov-03

    

[*]

    

[*]

Dec-03

    

[*]

    

[*]

Jan-04

    

[*]

    

[*]

Feb-04

    

[*]

    

[*]

Mar-04

    

[*]

    

[*]

Apr-04

    

[*]

    

[*]

May-04

    

[*]

    

[*]

Jun-04

    

[*]

    

[*]

Jul-04

    

[*]

    

[*]

Aug-04

    

[*]

    

[*]

Sep-04

    

[*]

    

[*]

Oct-04

    

[*]

    

[*]

Nov-04

    

[*]

    

[*]

Dec-04

    

[*]

    

[*]

Jan-05

    

[*]

    

[*]

Feb-05

    

[*]

    

[*]

Mar-05

    

[*]

    

[*]

Apr-05

    

[*]

    

[*]

May-05

    

[*]

    

[*]

Jun-05

    

[*]

    

[*]

Jul-05

    

[*]

    

[*]

Aug-05

    

[*]

    

[*]

Sep-05

    

[*]

    

[*]

Oct-05

    

[*]

    

[*]

Nov-05

    

[*]

    

[*]

Dec-05

    

[*]

    

[*]

Jan-06

    

[*]

    

[*]

Feb-06

    

[*]

    

[*]

Mar-06

    

[*]

    

[*]

Apr-06

    

[*]

    

[*]

May-06

    

[*]

    

[*]

Jun-06

    

[*]

    

[*]

Jul-06

    

[*]

    

[*]

Aug-06

    

[*]

    

[*]

Sep-06

    

[*]

    

[*]

Oct-06

    

[*]

    

[*]

Nov-06

    

[*]

    

[*]

Dec-06

    

[*]

    

[*]

 

30

--------------------------------------------------------------------------------

 

SCHEDULE F

 

LOGO [g66174g91u48.jpg]

 

31

--------------------------------------------------------------------------------

 

SCHEDULE G

 

Customer Service/Telemarketing Rep/Sup/Manager Compensation Grids

 

TABLE 1: Telemarketing Rep/Supervisor/Manager Budgeted Salary, Incentives, and
Variable Costs

 

    

Rep

--------------------------------------------------------------------------------

  

Sup

--------------------------------------------------------------------------------

  

Mgr

--------------------------------------------------------------------------------

Hourly Base

  

$

[*]

  

$

[*]

  

$

[*]

Hourly Incentive

  

$

[*]

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

Base + Incentive

  

$

[*]

  

$

[*]

  

$

[*]

Language Diff

  

$

[*]

             

Shift Diff

  

$

—  

             

 

TABLE 2: Telemarketing Variable Costs (per Headcount per Month, and per Hour per
Month)

 

    

Per Heads

--------------------------------------------------------------------------------

  

Per Hour

--------------------------------------------------------------------------------

Club/Ovation

  

$

[*]

      

National Contest

  

$

[*]

  

$

[*]

Other Incentives—Cash

  

$

[*]

      

Other Incentives—Non-Cash

  

$

[*]

      

Programs

  

$

[*]

      

 

TABLE 3: Customer Service Rep/Supervisor/Manager Budgeted Salary, Incentives,
and Variable Costs

 

    

Rep

--------------------------------------------------------------------------------

  

Sup

--------------------------------------------------------------------------------

  

Mgr

--------------------------------------------------------------------------------

Hourly Base

  

$

[*]

  

$

[*]

  

$

[*]

Hourly Incentive

  

$

—  

  

$

[*]

  

$

[*]

    

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

  

--------------------------------------------------------------------------------

--------------------------------------------------------------------------------

Base + Incentive

  

$

[*]

  

$

[*]

  

$

[*]

Language Diff

  

$

[*]

             

Shift Diff

  

$

[*]

             

 

TABLE 4: Customer Service Variable Costs (per Headcount per Month)

        

Club/Ovation

  

$

[*]

National Contest

  

$

[*]

Other Incentives—Cash

  

$

[*]

Other Incentives—Non-Cash

  

$

[*]

Programs

  

$

[*]

 

32

--------------------------------------------------------------------------------

 

SCHEDULE H

 

AUTHORIZED INDIVIDUALS

 

1.

 

RMH Operations Team

      

1.    MCI Operations Team

   

Carole Greentree

Vice President – Operations

      

Ricky Miller

Director

   

Jeff Anderson

General Manager – Operations

        

2.

 

Dispute Escalation

      

2.    Dispute Escalation

   

Jim McGrath

Sr. Vice President – Operations

      

Ron Wood

Vice President

   

Tim Luft

Sr. Vice President – Operations

      

Tom Calvert

Regional Director

            

Rob Marney

Director

3.

 

Executive Escalation

      

3.    Executive Escalation

   

John Fellows

CEO

      

Todd Gerdes

Senior Vice President – Sales

            

Jim Myers

Vice President – Service

4.

 

Signing Agreements

      

4.    Signing Agreements

   

Scot Brunke

CFO

      

Victoria Harker

SeniorVice President – Finance

5.

 

Receipt of Policies & Procedures

            

Carole Greentree

Vice President – Operations

        

 

Authorized Individuals may be changed by a Party at any time pursuant to the
Notice Provisions in Section 25.

 

33