Exhibit 10.2


 


[*] = Certain
confidential information contained in this document, marked with brackets, has
been omitted and filed separately with the Securities and Exchange Commission
pursuant to a request for confidential treatment made pursuant to Rule 24b-2
under the Securities Exchange Act of 1934, as amended.


 


 


Amendment


 


20070105.006.S.014.A.001


 


Between


 


StarTek, Inc.


 


And


 


AT&T Services, Inc.


 

















 


AMENDMENT
NO. 1


 


AGREEMENT NO. 20070105.006.S.014


 


 


This
Amendment, effective on the date when signed by the last Party (“Effective Date”),
and amending Agreement No. 20070105.006.S.014, is by and between StarTek, Inc.,
a Delaware corporation (“Supplier”), and AT&T Services, Inc., a
Delaware corporation (“AT&T”), each of which may be referred to in the singular
as a “Party” or in the plural as the “Parties.”


 


WITNESSETH


 


WHEREAS, Supplier and AT&T entered into
Agreement No. 20070105.006.S.014 on March 1, 2009 (the “Agreement”);
and


 


WHEREAS, Supplier and AT&T desire to amend the
Agreement as hereinafter set forth.


 


NOW, THEREFORE, in consideration of the
premises and the covenants hereinafter contained, the Parties hereto agree as
follows:


 


1.               Exhibit E
shall hereby be deleted in its entirety and replaced with the attached Exhibit E.


 


2.               Paragraph 6.3
(Performance Standards) shall hereby be deleted in its entirety and replaced
with the following:


 


6.3         Performance Standards: 
The Customer Satisfaction, Average Handle Time, and Repeat Calls
Performance Standards shall apply to the Line Groups set forth in Exhibit D
of this WO, and shall be subject to material default and the applicable
AT&T service credit or Supplier earned incentive pay set forth herein.  The Occupancy and Short Calls Performance
Standards will not be subject to services credits or incentive pay, however,
will be subject to material default.


 


 


3.               Paragraph 7
(CAP) shall hereby be deleted in its entirety and replaced with the following:


 


7.   CAP


 


The resulting Supplier earned incentive pay and AT&T service
credits for the applicable Performance Standard measurement set forth herein Section 6
will only be applied to the applicable Site’s Line Group Billable Hours. The
total AT&T service credit for all Performance Standards in aggregate in any
month cannot exceed a maximum of [*] ([*]%) per Site invoice. The total
Supplier earned incentive pay for all Performance Standards in aggregate in any
month cannot exceed a maximum of a [*] ([*]%) per Site invoice.


 


2

















 


The
terms and conditions of Agreement No. 20070105.006.S.014 in all other
respects remain unmodified and in full force and effect.


 


Original signature
transmitted and received via facsimile or other electronic transmission of a
scanned document, (e.g., .pdf or similar format) are true and valid signatures
for all purposes hereunder and shall bind the parties to the same extent as
that of an original signature.  This
Agreement may be executed in multiple counterparts, each of which shall be
deemed to constitute an original but all of which together shall constitute
only one document.


 


IN WITNESS WHEREOF, the Parties have caused
this Amendment to Agreement No. 20070105.006.S.014 to be executed, as of
the date the last Party signs.


 


	
  StarTek, Inc.

  	
   

  	
  AT&T Services, Inc.

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
  By:

  	
  /s/ A. Laurence Jones

  	
   

  	
  By:

  	
  /s/ Karen Tays

  
	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Printed Name:

  	
  A. Laurence Jones

  	
   

  	
  Printed Name: 

  	
  Karen Tays

  
	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Title:

  	
  President and CEO

  	
   

  	
  Title: 

  	
  Sr. Contract Manager

  
	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Date:

  	
  9/28/09

  	
   

  	
  Date: 

  	
  9/15/09

  



 


3

















 


Exhibit E


Hours of
Operations and Training Durations


 


	
  Program
  

  Names

  	
   

  	
  Line Group

  	
   

  	
  Site

  	
   

  	
  Hours of Operation

  	
   

  	
  Maximum 

  New Hire

  Training 

  Days

  	
   

  	
  Maximum 

  New Hire 

  Nesting Days

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Small Business
  Services (“SBS”)

  	
   

  	
  IRU NBI/TLG  PIN CODE  SMB EMO  SBS EU

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  
	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  	
   

  
	
  Small Business
  Services (“SBS”)

  	
   

  	
  IRU NBI/TLG

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  



 


Hours
of Operation may be amended from time to time as set forth in Section 4.22
(Change Management) of the Agreement. 
AT&T reserves the right to modify (decrease or increase) Hours of
Operation upon thirty (30) calendar days written notice to Supplier.


 


Initial Program Training
and On-The Job Training (Nesting) Schedule:


 


[*] ILT Classroom training


[*] Nesting taking Billing Type Calls


[*] ILT Classroom training


[*] Nesting on Technical Type Call


[*] ILT Classroom training


[*] Nesting on All Call Types


 


Supplemental
Training


[*] (estimated [*]) ILT Classroom training — [*] after
CSR has successfully completed New Hire training and Nesting.


 


ILT =
Instructor Led Training


 


4