**EXHIBIT 10.7**

 

Work Order No:20070105.006.S.014

MSA No: 20070105.006.C

 

This Work Order No. 20070105.006.S.014(“WO”) is issued pursuant to the Master Services Agreement No. 20070105.006.Cdated January 26, 2007 (“Agreement”) between AT&T Services, Inc.(“AT&T”) and StarTek, Inc. (“Supplier”) and the Agreement isincorporated by reference herein. Capitalized terms used in this WO nototherwise defined herein shall have the definitions specified in the Agreement.If the WO conflicts with the terms and conditions of the Agreement, the termsand conditions of the Agreement shall control unless set forth in the “SpecialConsiderations” section of this WO in which case the WO shall govern andcontrol.

 

AT&T hereby authorizes Supplier to perform the following Services: 

 

**1.****            ****SCOPE OF WORK**

 

1.1                            Supplier customer servicesrepresentatives (“CSRs”) shall take and handle inbound customer care inquiriesfor AT&T’s Business End User Care (“BEUC”) program as set forth in Exhibit D(“Program”) in accordance with the hours of operation set forth in Exhibit Eand subject to the applicable rates set forth in Exhibit B.

 

1.2                     Supplier shall assist AT&T BEUCcustomers with the following issues seven (7) days a week subject toapplicable laws at the rates set forth in Exhibit B attached hereto. Anyother business customer care activities or changes that result in the nature ortype, market or mix of call to change shall be subject to Section 4.22(Change Management) of the Agreement.

 

I.                                     Account Maintenance
| a. | billing statement questions                              |
|----|----------------------------------------------------------|
| b. | adjustments                                              |
| c. | changes to  features/services (e.g. up-selling services) |
| d. | changes of billing  information                          |
| e. | customer issues  relative to price plans                 |
| f. | customer cancellation  inquiries                         |
| g. | adding / deleting  promotions & features        |
| h. | contract inquiries and  termination dates                |
| i. | rate plan changes                                        |
| j. | account updates                                          |
| k. | lost / stolen phone  resolutions                         |
| 1. | cancel requests                                          |
| m. | promotion / plan  clarification                          |
| n. | programming phones                                       |
| o. | equipment and features  instructions                     |
| p. | voice mail resets                                        |
| q. | respond to coverage  concerns                            |
| r. | equipment (wireless  cell phones and PDAs) changes       |
| s. | Migration of customers  between billing application      |
| t. | Completion of downtime  form and offline services        |
| u. | Escalated  services/resolution                           |

 

II.                                 Clerical/User ID Services

a.               Activities directly related to dataentry, updating, typing, filing, creation of job aids, updating agentcommunication web sites, maintenance of AT&T user IDs and such otheractivities as are approved by AT&T in writing.

 

**2.****           ****PRIMARY CONTACT INFORMATION**

 

2.1                           The following will perform the functionof primary Supplier Project Manager for the Program for the duration of thisWO. Supplier will use reasonable commercial efforts to retain the resource inthis position.

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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| **AT&T Contact(s)** | ** ** | **Supplier Contact(s)** |
|-------------------------|------------|-------------------------|
| [*]                     |       | [*]                     |

 

**3.****           ****TERM**

 

3.1                             The Term of this WO shall commence on March 1,2009 (“Effective Date”), and shall continue until midnight on February 28,2011 (the “Initial Term). This WO may be terminated as allowed in the Agreementor in this WO.

 

**4.****           ****SERVICE SPECIFICATIONS ANDREQUIREMENTS**

 

4.1                              The deliverables to be delivered bySupplier to AT&T pursuant to this WO are listed in Exhibit A “DeliverablesMatrix” (the “Deliverables”).

 

**5.****           ****AT&T SYSTEMS USE AND DOWNTIME**

 

5.1                          Should AT&T systems becomeunavailable to Supplier, Supplier will follow the notification instructionscontained in AT&T’s Downtime Policy as provided by AT&T. Supplier willutilize downtime forms to capture call information on the AT&T-provideddowntime forms and will input into AT&T systems as soon as reasonablypossible after restoration of the impacted systems. AT&T shall pay theapplicable Billable Hour rate for this function.  Supplier shall be excused from PerformanceStandards for the duration of the system outage.

 

5.2                             If the telecommunications systems are infailure due to AT&T, AT&T may require Supplier’s CSRs to go into pureAUX state, whereby they are not receiving calls. AT&T shall still becharged the actual outage time incurred for the amount of time affected.Supplier shall be excused from Performance Standards for the duration of theoutage.

 

5.3                             The AT&T system will be completelydown during certain after-hour times and other scheduled times throughout theyear for maintenance.  When practical,AT&T will advise Supplier of the scheduled maintenance at least [*] hoursprior to the times and dates that the systems will not be available due tomaintenance.

 

5.4                             Notwithstanding the foregoing, in theevent of a Supplier system/telecommunications outage, Supplier will utilizeCSRs’ [*]for offline work and training for the duration of the outage. AT&Twill be charged only for [*] during the duration of a Supplier system outage.

 

**6.****           ****PERFORMANCE STANDARDS:**

 

6.1                             AT&T and Supplier have developed theAHT, Repeat Calls, Availability, Customer Satisfaction, Occupancy, and ShortCall standards set forth in this WO, (hereinafter “Performance Standards”) toensure the delivery of high quality, efficient customer service. Subject toAT&T providing and Supplier receiving the forecasts set forth in Section 6.2herein (“Forecast Process”).  Effectiveupon signature of this WO by both parties (“Execution Date”), PerformanceStandard s for Sites existing on the Execution Date shall begin the monthfollowing the Execution Date. Furthermore, anytime a particular Site/Line Group increases by more than[*] percent ([*]%) over a [*] month period, Performance Standards shall notapply with respect to such Site/Line Group until [*] days after the incrementalSite/Line Group staff has been in Production handling customer calls.   Before the application of any of thePerformance Standards, the parties agree to meet and discuss in good faithchanges to the Performance Standards set forth and the relevant AT&Tservice credits and Supplier incentive pay with respect to such PerformanceStandards 

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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based on performanceprior to such Performance Standards taking effect. Performance Standardshereunder shall be measured by Line Group at each Site and shall exclude callshandled by the IVR and those calls subject to waivers as set forth herein thisWO.  Any services credits owed orincentive pay earned by Supplier shall only apply to the Services invoiced forthe particular Site/Line Group subject to Exhibit D herein for which itwas measured and shall be assessed to Billable Hours only.

 

6.2                             Call Volume Forecasting / Staffing. Each month on a by Site/Line Group basis, AT&T shall provideSupplier [*] written forecasts to be used by Supplier as a guide forrecruitment, planning and staffing activities. The [*] written forecasts are as follows:

 

**1.**         [*]-Day Outlook Forecast with therequired number of Full Time Equivalents (“FTEs”) by Site/Line group forrecruitment purposes.

** **

**2.**         [*]-Day Locked Forecast with theestimated daily number of calls and Average Handle Time (AHT) by Site/LineGroup for planning purposes (“[*]-DayLock”).

** **

**3.**         [*]-Day Forecast with daily callarrival patterns by Site/Line Group.

** **

**Suppliershall provide FTE staffing pursuant to the mutually agreed upon**[*]-Day Lock, which will include anassumption of initial Program training and on-the-job training (“Nesting”)pursuant to Exhibit E, by Site/Line Group. Notwithstanding the foregoing, in the event that AT&T requeststraining or Nesting to extend beyond that defined in Exhibit E, andSupplier determines that the change will affect Supplier’s ability to staffaccurately, the parties shall address the change subject to Section 4.22(Change Management) of the Agreement.

** **

**Themutually agreed upon**[*]-Day Lock represents a commitment by AT&T and Supplier with respectto call volume and staffing levels by Line Group.  Once the [*]-Day Lock is agreed to, AT&T agrees tocompensate Supplier for the Billable Hours incurred for the applicable monthwhich shall be no less than [*] percent ([*]%) of the [*]-DayLock, and it is Supplier’s responsibility to staff to [*]-Day Lock as mutuallyagreed upon.  In cases where Supplier hasduplicate Line Groups across Sites, Supplier reserves the right to increase ordecrease volumes at a Site level as long as the [*]-Day Lock remains unchanged.

** **

**BothAT&T and Supplier will need to agree upon the staffing requirements whenthe [*]-Day Lock represents +/-**[*]% change from the previous [*]-Day Lock, as it mayrequire additional new hire training. The parties shall mutually agree upon adjusted staffing for the modifiedforecast volumes pursuant to Section 4.22 (Change Management) of theAgreement.  Notwithstanding theforegoing, in the event a Site staffing decrease is the lesser of (a) [*] CSRs or (b) [*] percent ([*]%) of the site, Supplier shall have[*] days from receipt ofwritten notice to decrease the [*]-Day Lock if it can demonstrate to AT&T’sreasonable satisfaction that such Site staffing decrease triggers notificationrequirements pursuant to the WARN Act.

** **

**a)**                                      The PerformanceStandards outlined here in this WO may be changed by AT&T upon [*] days written notice to Supplierper the procedure outlined in Section 4.22 (Change Management) of theAgreement.

** **

**b)**                                     Notwithstanding theforegoing, Supplier shall be waived for Performance Standards (with theexception of 6.3.4 and 6.3.5) and shall not be in breach under this WO or theAgreement to the extent caused by AT&T or if actual call volume for suchProgram exceeds or is less than the [*]-Day Lock for such Site/Line Group bymore than [*] percent ([*]%) or as otherwise set forth inthis WO or the Agreement.

** **

**c)**                                      Failure to meet thesame Performance Standard at the same Site/Line Group for [*] consecutive months shall beconsidered a material default unless otherwise waived in accordance with theterms and conditions set forth herein.

** **

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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d)                                     Supplier shall provide at least [*]percent ([*]%) of the staffing pursuant to the [*]-Day Lock and in any caseshall use reasonable efforts to achieve [*] percent ([*]%) of the staffingpursuant to the [*]-Day Lock, and AT&T shall provide at least [*] percent([*]%) of the Billable Hours pursuant to the [*]-Day Lock.   If AT&T provides less than [*] percent([*]%) of the Billable Hours to support the staffing requirements provided inthe [*]-Day Lock, AT&T agrees to pay the difference to meet [*] percent([*]%).

 

Supplier’s failure tomeet [*] percent ([*]%) of committed staffing pursuant to the [*]- Day Lock perSite will result in [*].

 

6.3                                 Performance Standards:  The Customer Satisfaction, Occupancy, AverageHandle Time and Repeat Calls Performance Standards shall apply to the LineGroups set forth in Exhibit D of this WO, and shall be subject to materialdefault and the applicable AT&T service credit or Supplier earned incentivepay set forth herein.  The Occupancy, andShort Calls Performance Standards will not be subject to services credits orincentive pay, however, will be subject to material default.

 

6.3.1                        Customer Satisfaction:  Forthe purposes of this Performance Standard, Customer Satisfaction will becalculated based upon the combined performance results of First Call Resolution(“FCR”) GAP and Total Resolved each of which shall be subject to statisticallyvalid sample sizes with a margin of error no greater than [*] percent([*]%).  If the margin of error exceeds[*] percent ([*]%) for the month, the monthly measurement will be waived andshall be excluded from the monthly Performance Standard measurement.  In addition, AT&T or AT&T vendor siteperformance measurements with a margin of error greater than [*] percent ([*]%)shall not be included in the stack ranking. In addition, Supplier shall be waived from the Customer ServicePerformance Standard and shall not be in breach or subject to an AT&Tservice credit if actual calls volumes exceed or are less than the [*]-DayVolume Forecast by more than [*] percent ([*]%), provided that Supplier is incompliance with the mutually agreed upon [*]-Day Lock.

 

FCR GAP is the percentagevariance between the possible First Call Resolution score and the actual FCRscore and is more particularly defined in Exhibit C attached hereto.  FCR GAP results will be ranked by AT&Tsites providing the same services (“Like Sites”).  * FCR GAP shall be calculated as follows:

 

(Possible FCR — Actual First Call Resolution) /Possible First Call Resolution

 

Total Resolved is definedas the total number of surveys resulting in a customer’s primary issue wasresolved by Supplier.

 

The FCR GAP and TotalResolved metrics will be reported on a monthly basis and shall be summed on amonthly basis to determine performance results. The following methodology shall be used to determine penalty/premiumassociated with this Performance Standard:

 

LikeSites shall be ranked in accordance to the FCR GAP *

LikeSites shall be ranked in accordance to Total Resolved scores

Thesum of the rankings shall be used to determine an overall score

Theoverall score (in ascending order) of all Like Sites shall be ranked

 

Illustratedas follows:

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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| **Site** | ** ** | **Actual  FCR** | ** ** | **Possible  FCR** | ** ** | **Point  Gap** | ** ** | **% FCR  Gap** | ** ** | **FCR********GAP  RANKING** | ** ** | **Total  Resolved** | ** ** | **Total  Resolved  RANKING** | ** ** | **OVERALL  SCORE** | ** ** | **OVERALL  RANKING** |
|----------|------------|-----------------|------------|-------------------|------------|----------------|------------|----------------|------------|-----------------------------|------------|---------------------|------------|------------------------------|------------|--------------------|------------|----------------------|
| A        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| B        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| C        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| D        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| E        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| F        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| G        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| H        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| I        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| J        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |
| K        |       | [*]             |       | [*]               |       | [*]            |       | [*]            |       | [*]                         |       | [*]                 |       | [*]                          |       | [*]                |       | [*]                  |

 
| Ranked top [*]% of Like  Sites           |   | [*]% Supplier earned  incentive pay |
|------------------------------------------|--------|-------------------------------------|
| Ranked top [*]% - [*]%  of Like Sites    |   | [*]% Supplier earned  incentive pay |
| Ranked bottom [*]% -  [*]% of Like Sites |   | [*]% AT&T service  credit       |
| Ranked bottom [*]% of  Like Sites        |   | [*]% AT&T service  credit       |

 

NOTE:            Notwithstanding anything herein to thecontrary, in the event Supplier’s Customer Satisfaction results fall into thebottom quartile of the Like Sites stack ranking however, Supplier meets theindividual FCR Gap measurement of <=[*]% and a Total Resolved measurement of>=[*]% for the month, Supplier will receive a waiver for material defaultand shall not be subject to any invoice credit.

 

6.3.2                        Occupancy Rate Target of [*]%: The Occupancy Rate will be measured monthly and shall be determined bysubtracting total idle (waiting to serve) time from total logged in time anddividing the difference by total logged in time.  If actual volumes are [*] percent ([*]%)greater than or less than the [*]-Day Volume Forecast from AT&T andSupplier staffing levels are in accordance with Supplier forecast, theOccupancy Rate target will be waived.

 

6.3.3                        Average Handle Time (“AHT”): The AHT target by Site/Line Group shall be provided by AT&T on a [*]basis in the [*]-Day Lock and shall be measured monthly as it applies tomaterial breach.  The AHT PerformanceStandard will be waived if the actual call volume is [*] percent ([*]%) greaterthan or less than [*] percent ([*]%) of the [*]-Day Volume Forecast. TheAT&T service credits will be applied in the following fashion:

 
| > or = to  [*]% above target |   | [*]% AT&T service  credit |
|---------------------------------|--------|-------------------------------|

 

6.3.4                        Short Calls: The Short Call Target of [*] percent([*]%) shall be measured [*].   The ShortCall metric shall be measured by dividing the total number of calls with an AHTof [*] seconds or less by the total number of calls answered.

 

6.3.5                     Repeat Call Target of [*]% : (Repeat Calls) / (Calls Answered) shall be measured [*] is defined as the percentageof calls handled by the CSR where the customer called back and was handledagain by a different CSR within [*] calendar days.  Repeat calls are a non-CMS statisticgenerated externally from IVR call data. A repeat call occurs when a CTNtouches an AT&T IVR more than once within [*] calendar days and isdetermined as follows:

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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·                  Customer calls in and speaks toBEUC CSR #1

·                  CTN calls back within [*]and touches IVR (counted asrepeat call towards BEUC CSR #1 when the customer speaks to BEUC CSR#2)

·                  CTN calls backwithin [*] and touches IVR(counted as repeat call towards BEUC CSR#2 when the customer speaks to BEUCCSR#3)

 
| < or = to [*]%     |   | [*]% Supplier earned  incentive pay                           |
|-----------------------|--------|---------------------------------------------------------------|
| [*]% to [*]%          |   | [*] Supplier earned  incentive pay or AT&T service credit |
| > or = to **[*]**% |   | **[*]**% AT&T  service credit                             |

** **

**7.****            ****CAP**

 

Theresulting Supplier earned incentive pay and AT&T service credits for theapplicable 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 [*] percent ([*]%) per Site invoice. The totalSupplier earned incentive pay for all Performance Standards in aggregate in anymonth cannot exceed a maximum of a [*] percent ([*]%) per Site invoice.

 

**8.****             ****PERFORMANCE STANDARDS WAIVERS**

 

8.1                              In addition to any other waivers setforth herein this WO, Supplier shall be excused for failures to meet anyPerformance Standard and shall not be in breach of this WO if such failure iscaused by: a) AT&T; and/or b) third parties (hired or contracted) toprovide system applications and/or system application services to or forAT&T (including carriers) (a and b collectively referred to as “AT&T/ServiceProvider”) including without limitation acts or omissions of AT&T/ServiceProvider.

 

8.2                              Notwithstanding anything to the contraryherein, in addition to waivers set forth herein this WO, AT&T may choose towaive Performance Standards and applicable penalties at its sole discretion.AT&T must invoke this option in writing within [*] days following the lastday of the billing cycle for the service period.

 

**9.****             ****PRICE**

 

9.1                              Services shall be compensated by AT&Tto Supplier pursuant to the rates and charges detailed in Exhibit B whichis attached hereto and fully incorporated herein by this reference. Such ratesand charges do not include all applicable taxes.

 

**10.****      ****TERMI****NATION FOR CONVENIENCE**

 

10.1                      AT&T may Terminate this WO forconvenience in accordance with Section 3.4 (Cancellation and Termination)of the Agreement.

 

**11.****      ****DISPUTE RESOLUTION**

 

Eitherparty may give the other party written notice of any dispute not resolved inthe normal course of business. The parties will attempt in good faith topromptly resolve any issue, dispute, or controversy arising out of or relatingto this Agreement promptly by negotiation between the managers set forthbelow.  Within ten (10) days afterdelivery of such notice, representatives of both parties will meet at amutually acceptable time and place, and thereafter as often as they reasonablydeem necessary, to exchange relevant information and to attempt to resolve thedispute within the time frames here:

 
| ** ** | ** ** | **AT&T** | ** ** | **Supplier** |
|------------|------------|--------------|------------|--------------|
| Within [*] |       | [*]          |       | [*]          |
|       |       |         |       |         |
| Within [*] |       | [*]          |       | [*]          |
|       |       |         |       |         |
| Within [*] |       | [*]          |       | [*]          |

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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If any dispute is not resolved in accordance with thisprocess after [*] days, the parties will escalate to the respective executivelevels. Both parties agree to continue performance during the negotiationperiod set forth in this section of the WO.

 

**12.****      ****SPECIAL CONSIDERATIONS:**

 

12.1                             The terms set forth below shall be inaddition to the terms set forth in the respective sections of the Agreement:

 

12.1.1              Supplier Responsibilities

 

a.                                  Except as otherwise set forth in this WOor the Agreement, Supplier will be responsible for supplying all Supplierpersonnel, facilities, technology, services and materials necessary to performthe Services in accordance with the terms and conditions set forth in this WO.

 

b.                                 Supplier will provide the necessary, asof the Effective Date of this WO, voice and data infrastructure and PCs (orthin client applications in lieu of PCs) at Supplier’ Site(s) from thepoint of demarcation within Supplier’ data centers) for voice and datacommunications. The point of demarcation is the point where AT&T-ownedcircuits/equipment end and Supplier-owned circuits/equipment begin. AT&Twill provide any intelligent call management (ICM) routing and screen-popequipment as required; or, alternatively Supplier will provide ICM andscreen-pop equipment subject to Exhibit *5*of the Agreement. Supplier’ PCs will reside on the Supplier networkand access AT&T’s systems via web, Citrix, or other thin clientconnectivity.

 

c.                                  Supplier shall pay for the Supplier standard,as of the Effective Date of this WO, voice and data network facilities(bandwidth of [*] for data and [*] for voice; voice trunking of [*] trunks perseat) between Supplier’ data center and Supplier’ call centers related to thisWO.   AT&T shall be responsible forother voice and data charges, including delivering voice and data to Supplier’data center hub(s), bandwith exceeding Supplier’ standards in existence as ofthe WO Effective Date, and any dedicated security equipment required byAT&T.   In the event AT&Tutilizes VoATM to deliver calls to a Supplier hub, AT&T will provide theNortel Passport or equivalent device required in the Supplier hub to accept theVoATM traffic. Supplier agrees to relinquish ownership at no cost to AT&T ofany and all toll-free numbers associated with the Program to AT&T oranother party specified by AT&T within [*] hours of AT&T’s request;provided that AT&T is current on all invoices.

 

12.1.2             Training

 

a.                                 Training costs shall be billed as listedunder Exhibit B.

 

b.                                Initial new hire training:  Supplier agrees to provide training pursuantto Exhibit E attached hereto to Supplier CSRs in accordance with AT&Tprovided Training Materials, and all retraining, ongoing soft-skills training,and customer service training at the rates set forth in Exhibit B, inorder to perform the Services described in this WO.  If mutually agreed between the partiessubject to Section 4.22 (Change Management) of the Agreement, AT&T mayprovide AT&T trainers for initial train-the-trainer training programs.

 

c.                                 AT&T may request to extend theduration of initial Program training subject to Section 4.22 (ChangeManagement) of the Agreement.

 

d.                                   During the nesting period agents willmeet the following level of productivity for the weeks indicated: Week [*] aminimum of [*]% of the agents time will be spent on the phones to provide ampledevelopment, Week [*] a minimum of [*]% of the agents time will be spent on thephones.

 

12.1.3.                         Quality Assessment

 

a.                                 Supplier will provide enough QualityAssessment (“QA”) agents at the QA rate set forth in Exhibit B, to CSRs tomeet the average number of observations monthly. Each CSR is monitored anaverage of [*] scored evaluations per month by QA and Productionstaff/personnel collectively and other informal evaluations as agreed upon bythe parties based 

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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upon individual CSR performance. Supervisors will usecommercially reasonable efforts to provide feedback within [*] hours if belowgoal and [*] hours if within or above goal. Agents needing improvement willreceive additional evaluations via various methods (side by side, additionalmonitoring, remote monitoring, double jacking, etc). QA agents will shadow CSRswhile on the call without the CSR being aware they are being monitored.

 

Calibration sessions between Supplier QA agents,Supplier supervisors and AT&T representatives will be held weekly to ensurescoring and feedback to CSR’s is consistent. If Supplier fails to monitor an average of [*] scored evaluations permonth by QA and Production staff/personnel collectively as set forth above,Supplier will be advised of such deficiencies and Supplier will have [*] daysto bring performance back to objective’s standards.  AT&T and Supplier may mutually agree tomodify the standards upon written agreement signed by both parties, in theevent AHT increases by [*] percent ([*]%) from the previous month’s [*]-DayLock, AT&T and Supplier shall re-evaluate the QA staffing required to meetthe obligations set forth herein.

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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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 caused this Agreementto be executed by their authorized representatives:

 

 
| **StarTek,  Inc** |                      | **AT&T  Services, Inc.** |
|-------------------|---------------------------|-----------------------------------|
|              |                      |                              |
| By:               | /s/ A. Laurence Jones     |                              | By: | /s/ Tim Harden |
|              |                      |                              |
| Printed Name:     | A. Laurence Jones         |                              | Printed Name: | Tim Harden |
|              |                      |                              |
| Title:            | President &  CEO |                              | Title: | President-Supply  Chain & Fleet Operations |
|              |                      |                              |
| Date:             | 7-9-09                    |                              | Date: | 7-7-09 |
|                   |                           |                                   |  |  |  |  |  |  |  |  |

 

**PRIVATE/PROPRIETARY/LOCK**

**Theinformation contained in this Agreement is not for use or disclosure outsideAT&T, Supplier, their affiliated companies and their third partyrepresentatives, except under written Agreement by the contracting Parties.**

 

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** **

**ExhibitA**

**DELIVERABLESMATRIX**

 
| **Deliverables/Specifications Requirements**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      | ** ** | **Delivery  Date**                  | ** ** | **Evidence of  Success**                                                         |
|-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------|-------------------------------------|------------|----------------------------------------------------------------------------------|
| **Deliverable Set #1- Reporting**

 

**ACD Report**:   Comprehensive report with data taken directly from the switch.  Details total calls offered, calls handled,  calls abandoned, average speed of answer, average handle time by live agent  and downtime.  Delivered to AT&T  daily.

 

**Agent (PAR) Report:**   Agent or Personal Accountability Reports provide queue performance  statistics broken down by agent.  Data  elements include the number of ACD calls answered, the average time spent on  each ACD call, the average time spent waiting between ACD calls, the time  spent doing post-call work, the time spent logged into the system, Short  Calls, Transfer rates, Availability, etc.   Delivered to AT&T daily

** **

**Call Disposition Report**:   Offers call disposition detail by type code.  Supplier may provide this report to  AT&T subject to Exhibit 5 of the Agreement.

 

**System Outages Report**:   Report provides a listing of the date, time, duration and description  of any system outages to Supplier systems, root cause analysis, and  preventative measures.  Delivered to  AT&T when system outages occur.

** **

**Call Comparison**:   Compares forecasted to actual call volume and answer performance.

 

**Combined FTE**:  Report  provides ongoing attrition training data, with class details (class size,  dates, etc.).  Delivered to AT&T  weekly.

 

**Interval:**   Report provides one-half hour (1/2) interval call volume data.  Delivered to AT&T daily.

 

**Invoice Detail**:  Invoices will  include detailed documentation including but not limited to, for each CSR; a  list of CSR names, hours logged via the ACD, hours logged, and indicator for  training or production status.

 

**Weekly Quality Report**:   Weekly roll up of quality performance to include:  scores from evaluations completed by  Supplier quality team, scores from evaluations completed by Supplier  leadership team (team leads/supervisors), QA/Team Lead score variance,  combined score, total evaluations completed by QA Team, total evaluations  completed by Team Leads.

 

**Monthly Quality Report**:   Monthly roll up of quality performance to include:  scores from evaluations completed by  Supplier quality team, scores from evaluations completed by Supplier  leadership team (team leads/supervisors), QA/Team Lead score variance,  combined score, total evaluations completed by QA team, total evaluations  completed by Team Leads. |       | As indicated in report  description |       | Accurate and timely reporting whether pushed to  recipients or available online. |

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

10

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| **Deliverables/Specifications Requirements**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                 | ** ** | **Delivery Date**                       | ** ** | **Evidence of  Success:**                                                        |
|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------|-----------------------------------------|------------|----------------------------------------------------------------------------------|
| **Intraday Reports**

Reporting shall  be produced and delivered four (4) times daily (in PDF format) at noon, 2pm,  4pm and 10pm daily:  Reports will  include (NCO) Number of calls offered, (NCH) Number of calls handled, (SL%)  Service Level percentage, (OCC%) Occupancy percentage, (AHT) Average handle  time, (ASA) Average Speed of Answer, and staff time in seconds. Data will be  provided for each 30-minute interval with rolling totals at report times.

 

**Intraday Daily Recap Report**

Report shall be produced and delivered one (1) time  daily for the previous day (in PDF format):   Reports will include (NCO) Number of calls offered, (NCH) Number of  calls handled, (SL%) Service Level percentage, (OCC%) Occupancy percentage,  (AHT) Average handle time, (ASA) Average Speed of Answer, and staff time in  seconds. Data will be provided for each 30-minute interval for the previous  day with rolling totals for the end-of-day.

** **

**Intraday Weekly Interval Report**

Report shall be produced and delivered one (1) time  weekly for the previous 7-days (in Excel format):  Reports will include (NCO) Number of calls  offered, (NCH) Number of calls handled, (SL%) Service Level percentage, (OCC%)  Occupancy percentage, (AHT) Average handle time, (ASA) Average Speed of  Answer, (SL30%) Service Level 30%. Data will be provided for each 30-minute  interval for the previous 7-days with daily summary totals.

 

**Daily Split Stats Report**

Report shall be produced and delivered one (1) time  daily for the previous day:  Reports  will include Function (or LOB), Technology (or Category), Split name,  Split number,(NCO) Number of calls offered,  (NCH) Number of calls handled, (SL%) Service Level percentage, Max Delay,  (OCC%) Occupancy percentage, (AHT) Average handle time, Accessibility, and  staff time in seconds.

 

**Weekly Site Metrics Report**

Report shall be produced and delivered one (1) time  Weekly on Mondays for the previous 7-days with MTD totals:  Reports will include the Date, Number of  calls offered, (NCH) Number of calls handled, (AHDT) Average hold time, (AWT)  Average wrap time, (AHT) Average handle time, (OCC%) Occupancy percentage,  Accessibility, Shrinkage %, Hold % and (ACW %) After call wrap percentage.

 

**VDN Report**

Report shall be produced and delivered one (1) time  daily for the previous day:  Reports  will include the number of times specific VDNs were contacted by each of the  SBS sites per day with MTD totals. |       | As noted in report  description

  |       | Accurate and timely reporting whether pushed to  recipients or available online. |

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

11

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** **

**Exhibit B**

**Price**

** **

For Services performed underthis WO, Supplier shall be compensated in accordance with the pricing shownbelow:

 
| **PROGRAM  NAME**                                               | ** ** | **Business End User Care Program**                                                                             |
|-----------------------------------------------------------------|------------|----------------------------------------------------------------------------------------------------------------|
| ** **                                                      | ** ** | ** **                                                                                                     |
| **BILLABLE  HOUR RATE**                                         | ** ** | $[*]                                                                                                           |
| ** **                                                      | ** ** |                                                                                                           |
| **DRUG  SCREEN & BACKGROUND   CHECK: (US Sites only)** | ** ** | Passed through at cost  (Checks required as a result of attrition will be the responsibility of  Supplier.)    |
| ** **                                                      | ** ** |                                                                                                           |
| **OVERTIME  RATE & HOLIDAY (by Site)**                 | ** ** | Premium Rate: [*]%  premium above the Billable Hour Rate being paid by AT&T for the time  period requested |
| ** **                                                      | ** ** |                                                                                                           |
| ** **                                                      | ** ** | New Hire/Growth$[*]                                                                                            |
| ** **                                                      | ** ** | Nesting: Week 1 $[*],  Week 2 $[*], Week 3 $[*]                                                                |
| **TRAINING  RATE**                                              | ** ** | Supplemental Training:  [*]                                                                                    |
| ** **                                                      | ** ** | Conversion Training:  [*]                                                                                      |
| ** **                                                      | ** ** | Attrition: [*]                                                                                                 |

 

**Notes:**

** **

a.               **“Billable Hour”** means the time between the time a CSRclocks into and clocks out of Supplier’s time keeping system for the purpose ofperforming agreed upon work for AT&T. This time shall include a maximum of fifteen (15) minutes per day ofpre-shift instructions per CSR unless otherwise directed by AT&T.  TheBillable Hour includes 30 minutes for breaks but does not include lunches, sicktime, vacations, or Supplier sponsored events such as non-AT&T focus groupsand non-AT&T development.  Actualtime in a Billable Hour for billing purposes is 60 minutes.

 

b.              The total amount payable byAT&T for the Services shall be determined by applying the stated rate ofcompensation to die Services actually performed by Supplier. The Premium andOvertime Rate shall apply if Supplier is able to and AT&T agrees tooffer premium and overtime hours (to the extent such hours are in excess of 40hours per week per CSR). Holiday Rates shall apply based on applicableHolidays at the Site. US Holidays (applicable only in the U.S.): New Years Day,Thanksgiving Day, Labor Day, Christmas Day, Memorial Day, Independence Day, Christmas Eve. CanadianHolidays (applicable only in Canada): New Years Day, Good Friday, VictoriaDay, Canada Day, Civic Day, Labor Day, Thanksgiving Day, Remembrance Day,Christmas Day, and Boxing Day. Should AT&T request thatSupplier provide Services for the Program on any of the Holidays listed,AT&T shall compensate Supplier at the Holiday Rate as listed herein.

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

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c.               Domestic Inbound/Outboundtelecom. AT&T shall be client of record on the (800) service. Subject toAT&T's prior written approval of usage, domestic inbound and outboundtelecom charges shall be a direct pass through.

 

d.              Postage, shredding, expressmail, printing, and courier services, trunking and circuits, reproduction(other than **[*]**which is borne bySupplier), and travel (Pre-approved by AT&T) will all be charged at **[*]**.

 

e.               AT&T will not be chargedcosts associated with **[*]**.  AT&T will be charged for GrowthTraining.  Growth is defined as anyrequested increase in FTE above previous locked forecast.  If AT&T requests Supplier to reduce FTE,then subsequently requests Supplier increase FTE, that increase will beconsidered growth and the associated training will be billable to AT&T.

 

f.                 Program Support Analyst: One position per site.   $**[*]**per hour (not toexceed **[*]**hoursper week without prior written approval of the AT&T contact identified in2.1 of this WO.  Functions shall include,but not be limited to, the following tasks:

 

1.               Creates & maintains all reports &data pertaining to billing requirements for AT&T

2.               Works with CCDs & accounting to meetinvoicing deadlines at mid-month & end of month

3.               Develop a detailed understanding of thebilling structure & performance penalties/bonus per SOW to ensurecompliance

4.               Daily monitors invoice data &performs various daily audits to ensure accuracy & validity of invoicingdata

5.               Recommends updates & changes to reportsas needed

6.               Submits tickets & works withreporting department for various changes & issues

7.               Works closely with CCDs to ensure sitesare gathering all invoicing data correctly & consistently

8.               Maintains invoice files & back updocumentation

9.               Verifies all invoice data includingdescriptions, dollars amounts, & PCAs

10.         Effectively responds to all reportingrequests from SRT & AT&T

11.         Acts proactively to assess & addresschanges in the business environment

12.         Works with resource planning to ensureall agent set-ups are correct for upload to FTP files for upload to SRS PAR

13.         Performs daily audits to ensure datafiles posted to the FTP site for upload to SRS PAR are accurate

14.         Prepares mapping & submits updatedreporting requests for any new or changed agent groups (skills)

15.         Works with resource planning to ensureall necessary billable information is documented

16.         Works with quality department to ensureall necessary billable information is documented

17.         Acts as reporting, invoicing and issuesPOC

 

g.              Methods & Process (M&P) Specialist: One position per Site. $**[*]**per hour (not toexceed **[*]**hoursper week without prior written approval of the AT&T Mobility contactidentified in 2.1 of this Work Order.  Functions shall include, but not belimited to, the following tasks:

 

1.         Effectively & accurately communicates informationthen identifies, tracks, compiles, & summarizes results for the site

2.         Distributes AT&T information by attending teamhuddles, meetings & focus groups

3.         Creates desk drops, emails, presentations, weeklynewsletters & updates Communication SharePoint’s

4.         Proactively looks for issues to identify anycommunication gaps & interacts with other programs in the region.

5.         Maintains any local trackers;creates/deletes/maintains discussion boards on IMC SharePoint &Communication Dashboard sites; oversee IMC SharePoint permissions profileaccuracy; attends bi-weekly National IMC calls.

6.         Completes team hierarchy add/deletes for mapping toSRS PAR Site

 

h.              Quality Champion:  One positionper Site.  $**[*]**per hour (not to exceed **[*]**hours per week without prior written approval of the AT&T contactidentified in 2.1 of this WO).  Positionallows sites to better examine the areas of opportunity to improvequality & address any AT&T related concerns. Functions shall include,but not be limited to, the following tasks:

 

1.               Works closely with theAT&T internal Quality Champion to analyze & interpret the sites Quality& Wave results

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

13

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2.               Interacts with alldepartments to coordinate Quality Assurance & Wave training, educations& results

3.               Reviews performance thruquality analysis, working with agents to improve performance

4.               Creates of job aids,educational training, reports out information & provides suggestedsolutions

5.               Strongly partners withQuality Assurance department to ensure consistent message & delivery ofinformation & call expectations

6.               Participates duringQuality Assurance calibrations both internally & nationally

7.               Identifies behaviors thatif changed, would give the site the most positive impact

8.               Analyzes Quality &Wave trends to understand the challenges & how to drive improvements

9.               Draws conclusions fromdata & makes meaningful recommendations to the AT&T & the site

10.         Delivers analysis &educates all regarding trends.  Deliverstraining in the classroom, Nesting & production

11.         Researches issues &partners/communicates to all departments to alleviate problems, inconsistencies& or improve overall customer satisfaction levels

12.         Reports current trends& makes recommendations for improvement through coaching & mentoring

13.         Tracks quality trends& makes recommendations to training team on changes to current programs

14.         Interacts with all levelsof personnel & responds to questions from agents, supervisors, managers& AT&T

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

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** **

**Exhibit (C)**

Performance Standard Table

 
| ** **                | ** ** | ** **        | ** ** | **Supplier Incentive Pay** | ** ** | **Target**   | ** ** | **AT&T Service Credit**      | ** ** | ** **                    | ** ** | ** **                       |
|---------------------------|------------|-------------------|------------|----------------------------|------------|--------------|------------|----------------------------------|------------|-------------------------------|------------|----------------------------------|
| ** **                | ** ** | ** **        | ** ** | **-**                      | ** ** | **-**        | ** ** | **=**                            | ** ** | **+**                         | ** ** | **+**                            | ** ** | **Frequency** | ** ** | **Comments** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** | ** ** | ** ** |
| **Customer Satisfaction** | ** ** | **Bonus/Penalty** | ** ** | **[*]****%**               | ** ** | **[*]****%** | ** ** | **Compare To like centers**      | ** ** | **[*]****%**                  | ** ** | **[*]****%**                     | ** ** | **[*]** | ** ** | **Subject  to WO Section 6.3.1** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** | ** ** | ** ** |
| ** **                | ** ** | **Result**        | ** ** | **[*]**                    | ** ** | **[*]**      | ** ** | ** **                       | ** ** | **[*]**                       | ** ** | **[*]**                          | ** ** | ** ** | ** ** | ** ** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** | ** ** | ** ** |
| **Repeat Calls**          | ** ** | **Bonus/Penalty** | ** ** | **[*]****%**               | ** ** | **[*]****%** | ** ** | **[*]****%**                     | ** ** | **[*]**                       | ** ** | **Subject  to WO Section 6.3.5** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       |
| ** **                | ** ** | **Result**        | ** ** | **</=[*]%**             | ** ** | ** **   | ** ** | **>/= [*]%**                  | ** ** | ** **                    | ** ** | ** **                       |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       |
| **Average Handle Time**   | ** ** | **Bonus/Penalty** | ** ** | ** **                 | ** ** | ** **   | ** ** | **[*]**                          | ** ** | **[*]****%**                  | ** ** | **[*]**                          | ** ** | **Subject  to WO Section 6.3.3** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** |
| ** **                | ** ** | **Result**        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | **> = [*]%  above target** | ** ** | ** **                       | ** ** | ** ** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** |
| **Committed Staffing**    | ** ** | **Bonus/Penalty** | ** ** | ** **                 | ** ** | ** **   | ** ** | **[*]****% of the [*]-Day Lock** | ** ** | **[*]****%**                  | ** ** | **[*]**                          | ** ** | **Subject  to WO Section 6.2.e** |
| ** **                | ** ** | ** **        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | ** **                    | ** ** | ** **                       | ** ** | ** ** |
| ** **                | ** ** | **Result**        | ** ** | ** **                 | ** ** | ** **   | ** ** | ** **                       | ** ** | **[*]****%**                  | ** ** | ** **                       | ** ** | ** ** |

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier, theiraffiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

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**Exhibit D**

**Program Descriptions**

 
| **Program Name**                                                                                                                   | ** ** | **Program Description  Functions shall include, but may not be  limited to, the following tasks:**                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           | ** ** | **Sites**        |
|------------------------------------------------------------------------------------------------------------------------------------|------------|----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------|------------------|
| Small Business Services (“SBS”)  or Business End User Care

 

Line Groups:

IRU NBI/TLG

PIN CODE

SMB EMO

SBS EU |       | Inbound  calls from post paid subscribers.   Duties include the following account maintenance activities:  billing statement questions, adjustments,  changes to features/services, changes of billing information, customer issues  relative to price plans, customer cancellation inquiries, adding / deleting  promotions & features, contract inquiries and termination dates, rate  plan changes, account updates, lost / stolen phone resolutions, cancel  requests, promotion / plan clarification, programming phones, equipment and  features instructions, voice mail resets, respond to coverage concerns, equipment  (wireless cell phones and PDAs) changes, assisting with handset issues and  upgrading equipment, migration of customers between billing application,  completion of downtime form and offline services, escalated  services/resolution.  |       | Collinsville, VA |
| Small Business Services (“SBS”)  or Business End User Care

 

Line Groups:

IRU NBI/TLG

                     |       | Inbound  calls from post paid subscribers.   Duties include the following account maintenance activities:  billing statement questions, adjustments,  changes to features/services, changes of billing information, customer issues  relative to price plans, customer cancellation inquiries, adding / deleting  promotions & features, contract inquiries and termination dates, rate  plan changes, account updates, lost / stolen phone resolutions, cancel  requests, promotion / plan clarification, programming phones, equipment and  features instructions, voice mail resets, respond to coverage concerns,  equipment (wireless cell phones and PDAs) changes, assisting with handset  issues and upgrading equipment, migration of customers between billing  application, completion of downtime form and offline services, escalated  services/resolution.  |       | Mansfield, OH    |
| Specialty Queues                                                                                                                   |       | Services  for unique business types including call handling for escalated customer care  issues specific to billing, equipment, coverage and account details.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                |       | N/A              |

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

16

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**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 | ** ** | Collinsville, VA | ** ** | **[*]**                | ** ** | **[*]**                              | ** ** | **[*]**                            | ** ** |
| Small Business Services (“SBS”) | ** ** | IRU NBI/TLG                            | ** ** | Mansfield, OH    | ** ** | **[*]**                | ** ** | **[*]**                              | ** ** | **[*]**                            | ** ** |

 

Hours of Operation may be amended from time to time asset 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.

 

**PRIVATE/PROPRIETARY/LOCK**

**The information containedin this Agreement is not for use or disclosure outside AT&T, Supplier,their affiliated companies and their third party representatives, except underwritten Agreement by the contracting Parties.**

 

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