EXHIBIT 10.1


 


[*] = 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


 


20080122.003.A.003


 


Between


 


StarTek, Inc.


 


And


 


AT&T Mobility LLC


 

















 


AMENDMENT NO. 3


 


AGREEMENT NO. 20080122.003.C


 


This
Amendment, effective on the date when signed by the last Party (“Effective Date”),
and amending Agreement No. 20080122.003.C, is by and between StarTek, Inc.,
(“Supplier”), and AT&T Mobility LLC, (“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. 20080122.003.C on May 1, 2008 (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 B-1
entitled, Pricing for the Philippines is hereby incorporated into the Agreement
by reference.


 


2.     Exhibit C-1
entitled, Program Descriptions for the Philippines is hereby incorporated into
the Agreement by reference.


 


3.     Exhibit D-1
entitled, Philippines Hours of Operations and Training Durations for the
Philippines is hereby incorporated into the Agreement by reference.


 


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
Amendment 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.


 


The
terms and conditions of Agreement No. 20080122.003.C in all other respects
remain unmodified and in full force and effect.


 


IN WITNESS WHEREOF, the Parties have caused
this Amendment to Agreement No. 20080122.003.C to be executed, as of the
date the last Party signs.


 


Proprietary and
Confidential


This Agreement and information contained therein is not for
use or disclosure outside of AT&T, its
Affiliates, and third party representatives, and Supplier except
under written agreement by the contracting parties.


 


2

















 


	
  StarTek, Inc.

  	
   

  	
  AT&T Mobility LLC, by its
  authorized agent AT&T Services, Inc.

  
	
   

  	
   

  	
   

  
	
   

  	
   

  	
   

  
	
  By: 

  	
  A. Laurence Jones

  	
   

  	
  By: 

  	
  /s/ Jewel Hornbuckle

  
	
   

  	
   

  	
   

  
	
  Printed Name:

  	
  A. Laurence Jones

  	
   

  	
  Printed Name:

  	
  Jewel Hornbuckle

  
	
   

  	
   

  	
   

  
	
  Title:

  	
  President & CEO

  	
   

  	
  Title:

  	
  Sr. Contract Manager

  
	
   

  	
   

  	
   

  
	
  Date:

  	
  3-16-10

  	
   

  	
  Date:

  	
  3/16/10

  
									



 


3

















 


Exhibit B - 1


Pricing for the Philippines


 


For Services performed under this Order for Initial
320 Headcount based in StarTek Philippines Locations. Supplier shall be
compensated in accordance with the pricing shown below:


 




	
  PROGRAM NAME

  	
   

  	
  CONSUMER CARE

  
	
  LOCATION

  	
   

  	
  Ortigas, Philippines

  
	
  BILLABLE HOUR RATE (0-6 months of Production)

  	
   

  	
  $[*]*

  
	
  BILLABLE HOUR RATE (6-18 months of Production)

  	
   

  	
  $[*]*

  
	
  DRUG SCREEN & BACKGROUND CHECK

  	
   

  	
  [*]*

  
	
  OVERTIME & HOLIDAY RATE (by Site)

  	
   

  	
  Premium
  Rate: [*]% premium above the Billable Hour Rate

  
	
   

  	
   

  	
  New
  Hire/Growth $[*]

  
	
   

  	
   

  	
  Nesting
  $[*]

  
	
  TRAINING RATE

  	
   

  	
  [*]

  
	
   

  	
   

  	
  All
  Attrition: [*]

  






 






*Ramp
Specific Notes


·      The pricing above is for the initial ramp to [*] headcount, supporting AT&T Consumer.


·      For this Ramp of [*], [*].


·      Production rate of $[*] only applies to the first [*] months of production for this ramp to [*].  The [*]-month dates starts at the time of the first
customer call is handled by an agent, and runs for [*] calendar months.


 


Notes:


 


CSR
tenure is determined based on the hire date of such CSR on any AT&T
Mobility program.  Except as otherwise
stated in the Order, the total amount payable by AT&T Mobility for the
Services shall be determined by applying the stated rate of compensation to the
Services actually performed by Supplier. The Premium and Overtime Rate shall
apply if Supplier is able to and AT&T Mobility agrees to offer premium and
overtime hours (to the extent such hours are in excess of 40 hours per week per
CSR).  Holiday Rates 


 


Proprietary and
Confidential


This Agreement and information contained therein is not for
use or disclosure outside of AT&T, its
Affiliates, and third party representatives, and Supplier except
under written agreement by the contracting parties.


 


4

















 


shall
apply based on applicable Holidays at the Site. 
Philippine Holidays (applicable
only in the Philippines):  New Years
Day (January 1), Maundy (April 2), Good Friday (Same as US/Canada),
Araw ng Kagitingan (Nearest Monday to April 9),  Labor Day (May 1) Independence Day
(Monday nearest to June 12), Ninoy Aquino Day (Monday nearest to August 21),
National Heros Day (Last Monday of August), All Saints Day (November 1),
Bonifacio Day (Monday nearest to November 30), Additional Special Day (December 24th), Christmas Day (December 25th),
Rizal Day (Nearest Monday December 30), Last Day of the Year (December 31st) Should AT&T Mobility
request that Supplier provide Services for the Program on any of the Holidays
listed, AT&T Mobility shall compensate Supplier at the Holiday Rate as
listed herein.


 


a.     Should AT&T Mobility
request that Supplier provide Services for the Program on any of the Holidays
listed, AT&T Mobility shall compensate Supplier at the Holiday Rate as
listed herein.


 


b.     Domestic Inbound/Outbound
telecom.  AT&T Mobility shall be
client of record on the (800) service. 
Subject to AT&T Mobility’s prior written approval of usage, domestic
inbound and outbound telecom charges shall be a direct pass through.


 


c.     Postage, shredding, express
mail, printing, and courier services, trunking and circuits, reproduction
(other than re attrition training which is borne by Supplier), and travel
(Pre-approved by AT&T Mobility) will all be charged at Supplier’s cost [*]
in accordance with Exhibit 9 of the Agreement.


 


d.     Clerical Support $[*] per
hour (not to exceed forty (40) hours per week without prior approval of the
AT&T Mobility contact identified in 2.1 of this Order.  Functions shall include, but not be limited
to, the following tasks:


 


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


·   [*]


 


e.     Any
Nesting will be billed at the Nesting rate set forth here in Exhibit B.  The Conversion rate will apply for training
required when CSRs are transferred from one AT&T program to another
AT&T program where “Conversion” training is required.


 


f.      Launch Support
Costs


 


AT&T has requested StarTek to provide North
American Support for M&P, Commitment Team and ICU between 60-90 days of
launch. Pricing is as follows:


 


Proprietary and
Confidential


This Agreement and information contained therein is not for
use or disclosure outside of AT&T, its
Affiliates, and third party representatives, and Supplier except
under written agreement by the contracting parties.


 


5

















 


	
  Position

  	
   

  	
  Quantity

  	
   

  	
  North American Pricing

  
	
  ICU

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  Commitment Agent

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  M&P Clerical

  	
   

  	
  [*]

  	
   

  	
  $[*] per hour

  
	
  M&P Specialist

  	
   

  	
  [*]

  	
   

  	
  [*]

  



 


	
  Tenure Scale

  	
   

  	
  North American Pricing

  
	
  BILLABLE HOUR RATE BASED ON CSR TENURE IN MONTHS

  	
   

  	
  0-6 Ms

  	
   

  	
  $

  	
  [*]

  
	
   

  	
  7-12 Ms

  	
   

  	
  $

  	
  [*]

  
	
   

  	
  12+ Ms

  	
   

  	
  $

  	
  [*]

  



 


These costs will be invoiced through the North
American Site’s invoice, from which the support is being provided.


 


6

















 


Exhibit C - 1


Program
Descriptions for the Philippines


 


	
  Program Name

  	
   

  	
  Program Description

  Functions shall include, but may

  not be limited to, the following

  tasks:

  	
   

  	
  Program Projects by

  Sites

  Any changes to the mix of

  Program project(s)

  supported

  by Site shall be subject to

   Exhibit 5 of the

  Agreement.

  
	
  Customer Service Experience (“CSE”).

  	
   

  	
  [*]

  	
   

  	
  Includes:
  CSE work in Ortigas

  
	
  Transfer of Business Responsibility (“ToBR”)

  	
   

  	
  [*]

  	
   

  	
  Includes:
  National ToBR work in Ortigas

  



 


7

















 


Exhibit D - 1


Hours of Operations and Training Durations for the Philippines


 


	
  Program

  Names

  	
   

  	
  Project

  	
   

  	
  Site

  	
   

  	
  Hours of

  Operation

  	
   

  	
  Maximum

  New Hire

  Days

  	
   

  	
  Maximum

  New Hire

  Transition

  or Nesting

  Days

  
	
  Customer Service Experience (“CSE”)

  	
   

  	
  North Central CSE

  	
   

  	
  Ortigas

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  
	
  Transfer of Business Responsibility (“ToBR”)

  	
   

  	
  National

  	
   

  	
  Ortigas

  	
   

  	
  [*]

  	
   

  	
  [*]

  	
   

  	
  [*]

  



 


8