**Exhibit 10.2**

 

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

 

 

Amendment

 

20070105.006.S.014.A.001

 

Between

 

StarTek, Inc.

 

And

 

AT&T Services, Inc.

 

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** **

**AMENDMENTNO. 1**

 

**AGREEMENT NO. 20070105.006.S.014**

 

 

ThisAmendment, 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., aDelaware corporation (“AT&T”), each of which may be referred to in the singularas a “Party” or in the plural as the “Parties.”

 

**WITNESSETH**

 

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

 

**WHEREAS**, Supplier and AT&T desire to amend theAgreement as hereinafter set forth.

 

**NOW, THEREFORE**, in consideration of thepremises and the covenants hereinafter contained, the Parties hereto agree asfollows:

 

1.               Exhibit Eshall 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 replacedwith the following:

 

6.3         Performance Standards: The Customer Satisfaction, Average Handle Time, and Repeat CallsPerformance Standards shall apply to the Line Groups set forth in Exhibit Dof this WO, and shall be subject to material default and the applicableAT&T service credit or Supplier earned incentive pay set forth herein.  The Occupancy and Short Calls PerformanceStandards 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 servicecredits for the applicable Performance Standard measurement set forth herein Section 6will only be applied to the applicable Site’s Line Group Billable Hours. Thetotal AT&T service credit for all Performance Standards in aggregate in anymonth cannot exceed a maximum of [*] ([*]%) per Site invoice. The totalSupplier earned incentive pay for all Performance Standards in aggregate in anymonth cannot exceed a maximum of a [*] ([*]%) per Site invoice.

 

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Theterms and conditions of Agreement No. 20070105.006.S.014 in all otherrespects remain unmodified and in full force and effect.

 

Original signaturetransmitted and received via facsimile or other electronic transmission of ascanned document, (e.g., .pdf or similar format) are true and valid signaturesfor all purposes hereunder and shall bind the parties to the same extent asthat of an original signature.  ThisAgreement may be executed in multiple counterparts, each of which shall bedeemed to constitute an original but all of which together shall constituteonly one document.

 

**IN WITNESS WHEREOF**, the Parties have causedthis Amendment to Agreement No. 20070105.006.S.014 to be executed, as ofthe 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 |

 

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Exhibit E

Hours ofOperations 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/TLGPIN CODESMB EMOSBS EU |       | [*]      |       | [*]                    |       | [*]                                     | ** ** | **[*]**                               | ** ** |
|                                       |       |                             |       |     |       |                   | ** ** | ** **                              | ** ** | ** **                            | ** ** |
| Small Business  Services (“SBS”) |       | IRU NBI/TLG                      |       | [*]      |       | [*]                    | ** ** | **[*]**                                 | ** ** | **[*]**                               | ** ** |

 

Hoursof 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 ofOperation upon thirty (30) calendar days written notice to Supplier.

 

Initial Program Trainingand 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

 

SupplementalTraining

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

 

ILT =Instructor Led Training

 

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