Document:

Filed by Bowne Pure Compliance

 

Exhibit 10.10

AMENDED AND RESTATED EXECUTIVE EMPLOYMENT AGREEMENT

THIS AMENDED AND RESTATED EXECUTIVE EMPLOYMENT AGREEMENT (the “Agreement”) is entered
into this August 6, 2007 between APAC Customer Services, Inc., an Illinois corporation (the
“Company”), and Robert J. Keller (the “Executive”).

Executive and the Company are parties to an Employment Agreement effective March 15, 2004 (the
“Prior Agreement”).

Executive and the Company desire to amend and restate the Prior Agreement in the form of this
Agreement.

1. Employment. Subject to the terms and conditions provided in this Agreement, the
Company hereby agrees to employ and continue in its employ the Executive, and the Executive hereby
accepts such employment and agrees to remain in the employ of the Company, at will, for the period
commencing on August 6, 2007 (the “Effective Date”) and ending on the Date of Termination
(defined below) (the “Employment Period”).

2. Duties.

(a) Executive’s Positions and Titles. During the Employment Period, the Executive’s
position and title shall be President and Chief Executive Officer of the Company. He shall also be
appointed a director of the Company, effective not sooner than the Effective Date, as soon as may
be practicable on or after the date of this Agreement. Provided the Executive’s employment with the
Company has not previously been terminated, the Executive will be nominated for election to the
Board of Directors at each subsequent annual meeting of stockholders during the Employment Period.
If the Board of Directors determines, in accordance with the Company’s By-Laws, to establish an
Executive Committee, the Executive shall be appointed a member of such committee for such period as
he is serving as a director of the Company.

(b) Executive’s Duties. The Executive shall report directly to the Board of Directors
and all other employees of the Company shall report to the Executive or his designee and not
directly to the Board of Directors. Throughout the Employment Period, the Executive’s duties,
responsibilities and authority shall include all of the duties, responsibilities, and authority
normally performed by the President and Chief Executive Officer of the Company, with such additions
thereto which are consistent with his position, responsibilities and authority hereunder, as the
Board of Directors may, from time to time, in its discretion designate. The role and
responsibilities of the Chairman of the Company shall be as set forth in the By-Laws of the Company
in effect from time to time, and to mentor and counsel the Chief Executive Officer when and as the
Chairman and Executive may agree.

(c) Full Time. The Executive agrees to devote the Executive’s full business time to
the business and affairs of the Company and to use the Executive’s best efforts to perform
faithfully and efficiently the duties and responsibilities assigned to the Executive hereunder,
subject to periods of vacation and sick leave to which he is entitled. Notwithstanding the
foregoing, the Executive may serve on civic or charitable boards or committees, participate in
charitable, professional, educational, community or industry affairs and manage his and his
family’s personal investments and affairs to the extent such activities do not interfere with the
performance of his duties and

 

 

 

responsibilities.  The Executive shall not invest in any business
which directly competes with the Company, nor shall he engage in any outside business activity of
any nature, including, but not limited to, activity as a consultant, agent, partner, officer or
provider of business services of any nature, directly or indirectly to a corporation or other
business enterprise, except as otherwise provided in this Agreement. Nothing in this Agreement
shall be construed to prohibit the Executive from investing in up to 2% of the stock of any
corporation which does not directly compete with the Company and whose stock is listed on a
national securities exchange or on the Nasdaq National Market system.

3. Compensation and Benefits.

(a) Base Salary. During the Employment Period, the Executive shall receive a base
salary (“Base Salary”), paid in accordance with the normal payroll practices of the Company
(but not less frequently than monthly) at an annual rate of $440,000. The Base Salary shall be
reviewed at least annually in accordance with the Company’s policies and practices by action of the
Board of Directors (or a committee thereof) and may be increased, but not decreased, from time to
time by the Board of Directors. Any increase in the Base Salary shall not serve to limit or reduce
any other obligation of the Company hereunder and any such increased Base Salary thereafter shall
be regarded as the Executive’s “Base Salary” for all purposes under this Agreement.

(b) Incentive Bonus. The Executive shall be eligible for an annual bonus throughout
the Employment Period under the Company’s Management Incentive Plan or under a successor annual
incentive plan (“Annual Incentive Plan”), as may be in effect from time to time, in
accordance with the Company’s compensation practices. The Executive shall have a target annual
bonus under the Annual Incentive Plan equal to 75% of his Base Salary and a maximum annual bonus
equal to 150% of his Base Salary. The Executive’s annual bonus, to the extent earned and payable,
shall be paid (i) one-half in cash and (ii) one-half as a grant of restricted stock, or deferrable
restricted stock units (in the discretion of the Board of Directors), having a face value equal to
the amount of such portion of the annual bonus earned, vesting 50% on the date of grant and 50% on
the first anniversary of the date of grant, and providing such other terms and provisions as the
Board of Directors shall determine in its discretion; provided, however, that such other terms and
provisions shall not impose additional vesting requirements, forfeiture provisions, or clawbacks on
the restricted stock or deferrable restricted stock units other than as set forth in this
Agreement. Executive and the Company agree that Executive’s target bonus is a material term of
this Agreement and of Executive’s overall compensation package.

(c) Participation in the Company’s Stock Incentive Plans. During the Employment
Period, the Executive shall be entitled to participate in the Company’s 2005 Incentive Stock Plan
(the “Stock Plan”) and any successor or other of the Company’s stock option and stock
incentive programs in accordance with the policies and practices of the Company as in effect from
time to time with respect to senior executives employed by the Company. The Executive shall be
entitled to an annual award opportunity commensurate with award guidelines adopted by the Board of
Directors and in effect from time to time; provided, the Executive’s award opportunity for
2007 and thereafter shall be in accordance with award guidelines in effect on the Effective
Date, subject to the sole discretion of the Board of Directors to modify or eliminate such
guidelines for senior executives at any time and from time to time.

 

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(d) Other Incentive Plans. During the Employment Period, the Executive shall be
eligible to participate, subject to the terms and conditions thereof, in all incentive plans and
programs as may be in effect from time to time with respect to senior executives employed by the
Company.

(e) Other Pension and Welfare Benefit Plans. During the Employment Period, the
Executive and the Executive’s dependents, as the case may be, shall be eligible to participate in,
subject to the terms and conditions thereof, all profit sharing, 401(k), medical and dental,
disability, group or executive life, accidental death and travel accident insurance, and all
similar benefit plans and programs of the Company as in effect from time to time with respect to
senior executives employed by the Company.

(f) Expenses. During the Employment Period, the Executive shall be entitled to
receive prompt reimbursement for all reasonable expenses incurred by the Executive on behalf of the
Company in accordance with the policies and practices of the Company in effect from time to time
with respect to senior executives employed by the Company.

(g) Fringe Benefits. During the Employment Period, the Executive shall be entitled to
such fringe benefits as are available to other senior executives of the Company in accordance with
the policies of the Company as in effect from time to time with respect to senior executives
employed by the Company. The Executive shall be designated as the lead member under the Company’s
membership in The Glen Club country club.

(h) Vacation. During the Employment Period, the Executive shall be entitled to take
four (4) weeks of paid vacation annually, subject to the policies and practices of the Company as
in effect from time to time with respect to senior executives employed by the Company.

4. Termination.

(a) Disability. The Company may terminate the Executive’s employment, after having
established the Executive’s Disability, by giving to the Executive notice of such termination while
the Executive remains disabled. For purposes of this Agreement, the Executive’s
“Disability” shall mean a “disability,” as determined under the Company’s long term
disability benefit plan then in effect covering the Executive. The “Disability Effective
Date” shall be the first date, on or following the date of such disability, as of which the
Executive is entitled to payment of benefits under such long-term disability plan.

(b) By the Company With or Without Cause. The Company may terminate the Executive’s
employment at any time with or without prior notice and with or without Cause. “Cause”
means:

(i) the Executive’s gross misconduct or gross negligence in the performance of the
Executive’s employment duties;

 

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(ii) the willful disobedience by the Executive of the lawful directions received from
the Board or of the established policies of the Company; or

(iii) the commission by the Executive of a crime involving fraud or moral turpitude
that can reasonably be expected to have an adverse effect on the business, reputation or
financial situation of the Company.

(c) Termination by the Executive. The Executive may at any time voluntarily terminate
his employment effective upon at least sixty (60) days’ prior notice to the Company;
provided, upon the Executive’s Notice of Termination (defined below), the Company may
terminate the Executive’s employment at any time thereafter, which shall not be treated as a
termination “without Cause,” and Executive shall be deemed to have resigned under this Section
4(c) and shall have a deemed Date of Termination (defined below) on the date sixty (60) days
after the date of Executive’s Notice of Termination.

(d) Change in Control. The Executive shall enter into an Employment Security
Agreement with the Company substantially in the form attached hereto as Exhibit A. In the
event of the Company’s involuntary termination of the Executive’s employment without Cause during
the Employment Period that is not covered by the Employment Security Agreement, then the terms of
Section 5(b) of this Agreement shall govern.

(e) Notice of Termination. Any termination of the Executive’s employment by the
Company for a Disability or for or without Cause or by the Executive for any reason shall be
communicated by a Notice of Termination to the other party hereto given in accordance with
Section 16(b). For purposes of this Agreement, a “Notice of Termination” means a
written notice which (i) indicates the specific termination provision in this Agreement relied
upon; (ii) sets forth in reasonable detail the facts and circumstances claimed to provide a basis
for termination of the Executive’s employment under the provision so indicated; and (iii) specifies
the Date of Termination.

(f) Date of Termination. “Date of Termination” means the date terminating the
Executive’s employment specified in the Notice of Termination; provided that, (i) if the
Executive’s employment is terminated due to Disability, the Date of Termination is the Disability
Effective Date; (ii) if the Executive’s employment is terminated due to the Executive’s death, the
Date of Termination shall be the date of death; and (iii) if the Executive’s employment is
terminated by the Executive the Date of Termination shall be not less than sixty (60) days after
the giving of the Notice of Termination.

5. Obligations of the Company upon Termination. Other than as specifically set forth
or referenced in this Agreement or the Employment Security Agreement, the Executive shall not be
entitled to any payments or benefits, and the Company shall have no further obligation to the
Executive hereunder, on or after the Date of Termination, except as provided under any welfare,
retirement or other plan, policy or arrangement maintained by the Company in which the Executive is
eligible to participate.

 

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(a) Payment of Accrued Obligations. If the Executive’s employment is terminated due
to death, Disability, by the Company for Cause or by the Executive for any reason, the
Company shall pay the Executive all Accrued Obligations, and the Company shall have no further
obligation to the Executive under this Agreement. For purposes of this Section 5(a),
“Accrued Obligations” shall mean, as of the Date of Termination, the sum of (i) the amount
of Executive’s Base Salary earned through the Date of Termination, at the annual rate in effect at
the time Notice of Termination is given, to the extent not theretofore paid; (ii) any vacation pay,
expense reimbursements and other cash entitlements accrued by the Executive or payable to his
beneficiaries as of the Date of Termination pursuant to the terms of the applicable Company plan or
program to the extent not theretofore paid; (iii) any vested benefits in accordance with the
provisions of any applicable Company retirement, welfare or other benefit plan, policy, arrangement
or program; and (iv) any unpaid bonus earned with respect to any fiscal year ending on or preceding
the Date of Termination.

(b) Without Cause. Subject to Section 6 and the Executive’s compliance with
the covenants set forth in Section 7 below, if the Executive’s employment is terminated by
the Company other than due to Disability or Cause, then the Executive shall be entitled to the
following benefits and payments in addition to his Accrued Obligations:

(i) The Executive shall be entitled to receive payment of an aggregate amount equal to
his Base Salary, at the annual rate then in effect, for a period of twenty-four (24) months,
payable in equal installments in accordance with Company’s customary payroll practices for
senior executives (but not less frequently than monthly) and subject to applicable tax
withholding.

(ii) The Executive shall be entitled for a period of twenty-four (24) months to
continue medical and dental coverages for himself and his covered dependents under the
Company’s medical and dental plans on the same basis as an active employees of the Company.
Such continued coverage shall be concurrent with his rights to continuation coverage under
the Consolidated Omnibus Budget Reconciliation Act of 1985, as amended (COBRA), and shall
terminate if he or his dependents shall become eligible for coverage under any other
employer’s group health plan, or any other event which would cease coverage under COBRA
(other than expiration of 18 months).

(iii) The Executive shall be entitled to continuation of long term disability and life
insurance benefits for a period of twenty-four (24) months after the Date of Termination
provided that the long term disability benefit plan and the life insurance benefit plan, as
the case may be, permit the Executive’s continued participation; provided, if either
such plan does not permit the Executive’s continued participation after the Date of
Termination and under such plan the Executive has a right to convert such benefit to an
individual insurance contract or such plan provides a portability option to continue
coverage as a former employee, then, if the Executive timely elects such conversion or
portability option subject to the terms of such plan, the Company shall reimburse the
Executive for the premiums incurred for such twenty-four (24) month period; provided
further, the Executive shall have no right to a continuation of long term disability or
life insurance coverage after the Date of Termination except as provided in the preceding
provisions of this Section 5(b)(iii). Each of the benefits or reimbursements
provided under this Section 5(b)(iii) shall cease at such time as the Executive
becomes eligible for substantially similar or improved benefit or benefits from a subsequent
employer.

 

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(iv) The Company shall pay the Executive a pro rata annual bonus for the fiscal year in
which the Date of Termination occurs, to the extent earned under the Annual Incentive Plan
for such year (disregarding any condition thereunder for the Executive’s continuing
employment through the last day of the fiscal year), at such time as bonuses are paid to
other senior executives of the Company. Such proration shall be based on the fraction the
numerator of which is the number of days in which the Executive is employed by the Company
during such fiscal year through the Date of Termination and the denominator of which is 365.

(v) All amounts and benefits payable under this Section 5(b) shall be in lieu
of all other payments and benefits to which the Executive otherwise may be entitled under
any severance plan, program or policy of the Company.

(vi) Notwithstanding the foregoing, if Executive is deemed as of the Date of
Termination to be a “specified employee” for purposes of Section 409A(a)(2)(B)(i) of the
Internal Revenue Code (the “Code”), to the extent delayed commencement of any
portion of the severance payments to which Executive is entitled under this agreement is
required in order to avoid a prohibited distribution under Section 409A(a)(2)(B)(i) of the
Code, such portion of the severance payments will not be provided to Executive prior to the
earlier of (1) the expiration of the six-month period measured from the date of the
Executive’s “separation from service” with the Company (as such term is defined in the
Treasury Regulations issued under Section 409A of the Code) or (2) Executive’s death. Upon
the expiration of the applicable Code Section 409A(a)(2)(B)(i) deferral period, all payments
deferred pursuant to this paragraph (vi) shall be paid in a lump sum to Executive, and any
remaining payments due shall be paid as otherwise provided herein.

(c) No Mitigation. In no event shall the Executive be obligated to seek other
employment or take any other action by way of mitigation of the amount payable to the Executive
under any of the provisions of this Agreement and, except as set forth at Sections 5(b)(ii) and
5(b)(iii), such amounts shall not be reduced for any income or benefits that the Executive
derives from employment or self-employment (or both) from any other source. Except as set forth in
this Agreement, the Company’s obligation to make the payments provided for in this Agreement and
otherwise to perform its obligations hereunder shall not be affected by any circumstances,
including without limitation, set-off, counterclaim, recoupment, defense or other claim, right or
action which the Company may have against the Executive or others, except to the extent any amounts
are due the Company or its subsidiaries or affiliates pursuant to a judgment against the Executive.

6. General Release. The Executive acknowledges and agrees that this Agreement,
together with all Exhibits and Schedules and all award agreements evidencing equity grants or other
awards under the Company’s employee benefit plans, includes the entire agreement and understanding
between the parties with regard to the Executive’s employment, the termination thereof during the
Employment Period, and all amounts to which the Executive shall be entitled whether during the term
of employment or upon

 

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termination thereof. The Executive also acknowledges and agrees that the Executive’s right to receive severance pay and other benefits
pursuant to Section 5(b) of this Agreement is contingent upon the Executive’s compliance
with the covenants set forth in Section 7 of this Agreement and the Executive’s execution
and acceptance of the terms and conditions of, and the effectiveness of the General Release of All
Claims (the “Release”) attached hereto as Exhibit B. If the Executive fails to
comply with the covenants set forth in Section 7 within ten (10) days of the Executive’s
receipt of written notice from the Company alleging that the Executive is breaching a covenant
thereunder, or if the Executive fails to execute the Release within twenty-one (21) days of receipt
of such Release, then the Executive shall not be entitled to any severance payments or other
benefits to which the Executive would otherwise be entitled under Section 5(b) of this
Agreement.

7. Executive’s Covenants.

(a) Restrictive Covenants. The Executive agrees that in order to protect the business
interests of the Company, he shall, contemporaneously with his execution of this Agreement, execute
the Agreement for the Protection of Company Interests attached hereto as Exhibit C.

(b) Cooperation. The Executive will, with reasonable notice during or after the
Period of Employment, furnish information as may be in his possession and cooperate with the
Company as may reasonably be requested in connection with any claims or legal actions in which the
Company is or may become a party that relates to any matter that occurred during his employment in
which he was involved or of which he has knowledge. The Company shall be responsible for, and shall
advance to the Executive, any reasonable expenses incurred or to be incurred by the Executive in
connection with his furnishing information or cooperation with the Company under this Section.

8. Successors.

(a) This Agreement is personal to the Executive and without the prior written consent of the
Company shall not be assignable by the Executive otherwise than by will or the laws of descent and
distribution. This Agreement shall inure to the benefit of and be enforceable by the Executive’s
legal representatives.

(b) This Agreement shall inure to the benefit of and be binding upon the Company and its
successors. The Company shall require any successor to all or substantially all of the business
and/or assets of the Company, whether direct or indirect, by purchase, merger, consolidation,
acquisition of stock, or otherwise, expressly to assume and agree to perform this Agreement in the
same manner and to the same extent as the Company would be required to perform if no such
succession had taken place. Failure of the Company to obtain such assumption simultaneous with, or
prior to, or as soon thereafter as may be reasonably practicable to, the occurrence of such
succession shall be a breach of this Agreement and shall entitle the Executive to terminate
employment with the Company (or any successor) and be entitled to the benefits and payments set
forth in Section 5(b) as if his employment had been terminated by the Company without
Cause. As used in the Agreement, Company shall mean the Company as hereinbefore defined and any
successor to its business and/or assets as aforesaid which executes and delivers the agreement
provided for in this Section or which otherwise becomes bound by all the terms and provisions of
this Agreement by operation of law.

 

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9. Amendment; Waiver. This Agreement may be amended, modified or changed only by a
written instrument executed by the Executive and by a duly authorized officer or director of the
Company. No provision of this Agreement may be waived except by a writing executed and delivered
by the party sought to be charged. Any such written waiver will be effective only with respect to
the event or circumstance described therein and not with respect to any other event or
circumstance, unless such waiver expressly provides to the contrary.

10. No Violations. As a material inducement to the Company’s willingness to enter
into this Agreement, the Executive represents to the Company that neither the execution of this
Agreement by the Executive, the employment of the Executive by the Company, nor the performance by
the Executive of his duties hereunder will constitute a violation by the Executive of any
employment, non-competition or other agreement to which the Executive is a party.

11. Survival. Notwithstanding anything in this Agreement to the contrary, the
obligations of the parties under Sections 5, 6 and 7 shall survive any termination of the
Executive’s employment.

12. Arbitration. Any dispute or controversy arising under or in connection with this
Agreement (including, without limitation, any of the agreements contained in the exhibits hereto)
shall be settled exclusively by arbitration, conducted before a single arbitrator in Chicago,
Illinois in accordance with the National Rules for the Resolution of Employment Disputes of the
American Arbitration Association then in effect. The decision of the arbitrator will be final and
binding upon the parties hereto. Judgment may be entered on the arbitrator’s award in any court
having jurisdiction.

13. Attorney’s Fees.

(a) In the event of any dispute arising or controversy under or in connection with this
Agreement (including, without limitation, any of the agreements contained in the exhibits hereto)
or the Executive’s employment with the Company, if the arbitrator determines that either party has
substantially prevailed on the issues brought by such party in the arbitration, the other party
shall, upon presentment of appropriate documentation pay or reimburse the substantially prevailing
party for all reasonable legal and other professional fees, costs of arbitration and other
reasonable expenses incurred in connection therewith by the substantially prevailing party.

(b) The Company shall promptly pay the Executive’s reasonable costs of entering into this
Agreement, including the reasonable fees and expenses of his counsel and other professionals, up to
a maximum of US $25,000 (based on such counsel’s and professionals’ standard hourly rates).

14. Indemnification. The Company hereby agrees to indemnify the Executive and hold
him harmless to the fullest extent provided to senior officers and directors and as permitted by
law and under the Company’s Articles of Incorporation and its By-laws, against and in respect to
any and all actions, suits, proceedings, claims, demands, judgments, costs, expenses (including
reasonable attorney’s fees), losses, and damages.

15. Liability Insurance. The Company shall cover the Executive under directors and
officers liability insurance both during and, while potential liability exists, after the Period of
Employment, in the same amount and to the same extent during the Period of Employment as the
Company covers its other officers and directors, and after the Period of Employment in the same
amount and to the same extent as the Company covers its other former officers and former directors.

 

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16. Miscellaneous.

(a) The captions of this Agreement are not part of the provisions hereof and shall have no
force or effect.

(b) All notices and other communications hereunder shall be in writing; shall be delivered by
hand delivery to the other party or mailed by registered or certified mail, return receipt
requested, postage prepaid; or by guaranteed overnight delivery service; shall be deemed delivered
upon actual receipt in the case of hand delivery or three business days after the date deposited in
the mail or the first business day following the date of deposit if delivered by guaranteed
overnight delivery; and shall be addressed as follows:

If to the Company:

APAC Customer Services, Inc.

Six Parkway North

Fourth Floor

Deerfield, Illinois 60015

Attention: General Counsel

With a copy to:

APAC Customer Services, Inc.

Six Parkway North

Fourth Floor

Deerfield, Illinois 60015

Attention: Chairman, Compensation Committee

If to the Executive:

At the last residence address for the Executive listed on the Company’s
payroll records.

or to such other address as either party shall have furnished to the other in writing in accordance
herewith.

(c) If any provision(s) of this Agreement shall be found invalid, illegal, or unenforceable,
in whole or in part, then such provision(s) shall be deemed to be modified or restricted to the
extent and in the manner necessary to render the same valid and enforceable or shall be deemed
excised from this Agreement, as the case may require and this Agreement shall be construed and
enforced to the maximum extent permitted by law, as if such provision(s) had
been originally incorporated herein as so modified or restricted or as if such provision(s)
had not been originally incorporated herein, as the case may be.

 

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(d) This Agreement shall be governed under the internal laws of the State of Illinois without
regard to its conflicts of law principles.

(e) This Agreement, together with all Exhibits and Schedules, represents the entire agreement
and understanding between the Company and the Executive and except for the Employment Security
Agreement and any stock option agreements entered into pursuant the other Stock Plan supersedes all
other agreements, written or oral, relating to the subject matter contained herein, including the
Prior Agreement. If any provision of this Agreement conflicts with any other agreement, policy,
plan, practice or other Company document, now existing or hereafter adopted or amended, the
provisions of this Agreement shall control.

(f) All compensation paid or provided to the Executive under this Agreement shall be subject
to any applicable income, payroll or other tax withholding requirements.

(g) The Company and the Executive acknowledge that this Agreement was the result of
arm’s-length negotiations between sophisticated parties each afforded representation by legal
counsel. Each and every provision of this Agreement shall be construed as though both parties
participated equally in the drafting of same, and any rule of construction that a document shall be
construed against the drafting party shall not be applicable to this Agreement.

(h) This Agreement may be executed in one or more counterparts, which together shall
constitute a valid and binding agreement.

 

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IN WITNESS WHEREOF, each of the parties hereto has duly executed this Executive Employment
Agreement as of the date first set forth above.

EXECUTIVE:

/s/ROBERT J. KELLER

Robert J. Keller

COMPANY:

APAC Customer Services, Inc.,

an Illinois corporation

/s/GEORGE
H. HEPBURN III

By:George H. Hepburn III

Its:Senior Vice President and CFO

 

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EXHIBIT A

AMENDED AND RESTATED EMPLOYMENT SECURITY AGREEMENT

This Amended and Restated Employment Security Agreement (the “Agreement”) is entered
into and effective this
 _____ 
, 2007, by and between APAC Customer Services, Inc. (the
“Employer”) and Robert J. Keller (the “Executive”).

W I T N E S S E T H:

WHEREAS, the Executive is currently employed by the Employer as its President and Chief
Executive Officer; and

WHEREAS, the Executive and the Employer are parties to an Employment Security Agreement dated
March 15, 2004 (the “Prior Agreement”); and

WHEREAS, the Executive and the Employer desire to amend and restate the Prior Agreement in the
form of this Agreement; and

WHEREAS, in the event of a change in control of the Employer, the Employer desires to provide
certain security to the Employer and the Executive, and to retain the Executive’s continued
devotion of the Executive’s business time and attention to the Employer’s affairs; and

WHEREAS, the Executive and the Employer desire to enter into this Agreement, which sets forth
the terms of the security the Employer is providing the Executive with respect to the Executive’s
employment in the event of a change in control of the Employer;

NOW, THEREFORE, in consideration of the mutual covenants and promises contained herein, and
other good and valuable consideration, the receipt and sufficiency of which are hereby
acknowledged, the Employer and the Executive agree as follows:

1. Definitions. For purposes of this Agreement, the following terms shall have the
meanings set forth below:

(a) "Base Salary” shall mean the higher of the Executive’s annual base salary at the rate in
effect on (i) the date of a Change in Control, or (ii) the date the Executive’s Employment
terminates without regard to any reduction made in connection with an event constituting Good
Reason hereunder.

(b) "Bonus” shall mean the bonus based on the Executive’s Base Salary that is payable to the
Executive under the Employer’s annual incentive bonus plan, as in effect from time to time or under
a successor annual incentive plan, at the target payout level in effect on the date the Executive’s
Employment terminates without regard to any reduction made in connection with an event constituting
Good Reason hereunder or on the date of a Change in Control, whichever produces a greater result.

(c) "Cause” shall have the meaning set forth in the Employment Agreement.

 

 

(d) “Change in Control” shall mean any of the following events:

(i) A tender offer shall be made and consummated for the ownership of more than 50% of
the outstanding voting securities of the Employer;

(ii) The Employer shall be merged or consolidated with another corporation and as a
result of such merger or consolidation less than 50% of the outstanding voting securities of
the surviving or resulting corporation shall be owned in the aggregate by the former
shareholders of the Employer, as the same shall have existed immediately prior to such
merger or consolidation;

(iii) The Employer shall sell all or substantially all of its assets to another
corporation which is not a wholly-owned subsidiary or affiliate;

(iv) As the result of, or in connection with, any contested election for the Board of
Directors of the Employer, or any tender or exchange offer, merger or business combination
or sale of assets, or any combination of the foregoing (a “Transaction”), the
persons who were Directors of the Employer before the Transaction shall cease to constitute
a majority of the Board of Directors of the Employer, or any successor thereto; or

(v) A person, within the meaning of Section 3(a)(9) or of Section 13(d)(3) (as in
effect on the date hereof) of the Securities and Exchange Act of 1934 (“Exchange
Act”), other than any employee benefit plan then maintained by the Employer, shall
acquire more than 50% of the outstanding voting securities of the Employer (whether,
directly, indirectly, beneficially or of record). For purposes hereof, ownership of voting
securities shall take into account and shall include ownership as determined by applying the
provisions of Rule 13d-3(d)(1)(i) (as in effect on the date hereof) pursuant to the Exchange
Act.

Notwithstanding the foregoing, (A) a Change in Control will not occur for purposes of this
Agreement merely due to the death of Theodore G. Schwartz, or as a result of the acquisition
by Theodore G. Schwartz, alone or with one or more affiliates or associates, as defined in
the Exchange Act, of securities of the Employer, as part of a going-private transaction or
otherwise, unless Mr. Schwartz or his affiliates, associates, family members or trusts for
the benefit of family members (collectively, the “Schwartz Entities”) do not
control, directly or indirectly, at least twenty-seven percent (27%) of the resulting
entity, and (B) if the Schwartz Entities control, directly or indirectly, less than
twenty-seven (27%) percent of the Employer’s voting securities while it is a public company,
then “33-1/3%” shall be substituted for “50%” in clauses (i) and (v) of this Section
2(d), and “66-2/3%” shall be substituted for “50% in clause (ii) of this Section
2(d).

(e) “Disability” shall have the meaning set forth in the Employment Agreement.

(f) "Employment” shall mean being in the employ of the Employer.

 

2

 

(g) "Employment Agreement” shall mean the written agreement between the Executive and the
Employer, effective
 _____ 
, 2007, covering the terms and conditions of Executive’s
employment with the Employer.

(h) "Good Reason” shall exist if, after notice by the Executive within 30 days of the
existence of one of the following conditions, such notice given to the Employer and providing a
thirty (30) day opportunity by the Employer to cure (during which it does not cure the condition):

(i) The principal place of work (not including regular business travel) is relocated by
more than fifty (50) miles;

(ii) The Executive’s duties, responsibilities, authority or reporting lines as an
executive employee are materially reduced or diminished from those in effect immediately
prior to a Change in Control without the Executive’s written consent, the Executive’s title
and authority is diminished from that which exists immediately prior to a Change in Control
(it being acknowledged that, in the event of a transaction in which the Company is acquired,
directly or indirectly, by another entity in such manner that the Company is no longer a
“reporting company” under the Exchange Act based on its common stock being publicly traded,
it shall be Good Reason if the Executive does not become and have the authority of the Chief
Executive Officer of the ultimate parent entity) or the Executive is assigned duties and
responsibilities materially inconsistent with the positions held by the Executive
immediately prior to the Change in Control;

(iii) Executive’s base salary is reduced; or

(iv) The Employer violates the material terms of this Agreement, or the Employment
Agreement.

2. Term. The term of this Agreement shall be the period commencing on the effective
date first set forth above and terminating on the date the Executive’s employment with the Employer
is terminated; provided that, if the Executive’s employment is terminated following a Change in
Control under the circumstances described in Section 3, the term shall continue in effect
until all payments and benefits have been made or provided to the Executive hereunder.

In the event of a liquidation, dissolution, consolidation or merger of the Employer or
transfer of all or a significant portion of its assets, Employer will cause a successor or
successors (by merger, consolidation or otherwise) to which all or a significant portion of its
assets have been transferred to assume (either by operation of law or otherwise) all duties and
obligations of the Employer under this Agreement and any Employment Agreement, if any.

3. Benefits Upon Termination of Employment. If (i) the Employer terminates the
Executive’s Employment without Cause coincident with or at any time within 12 months following a
Change in Control; or (ii) the Executive terminates the Executive’s Employment by resignation due
to an event constituting Good Reason that occurs coincident with or at any time within 12 months
following a Change in Control; or (iii) the Employer terminates the Executive’s Employment without
Cause within 6 months prior to, and in anticipation of, a Change in Control which actually occurs,
the Executive shall be entitled to receive the following:

 

3

 

(a) Severance Pay. The Employer shall pay to the Executive an amount equal to 36 months of
the Executive’s Base Salary and three (3) times the Executive’s Bonus. Subject to subsection
(d) below, payment shall be made in a lump sum within thirty (30) days after termination of the
Executive’s Employment.

(b) Stock Options. To the extent the Executive has any outstanding option or options to
purchase common stock of the Employer as of the date of the Change in Control, the exercisability
of such options shall be determined in accordance with the terms of the Employer’s stock option
plan then in effect, and/or a written agreement entered into by the Employer and the Executive,
which covers the terms and conditions of the exercise of such option or options.

(c) Health Benefits. The Employer shall provide to the Executive, the Executive’s spouse or
beneficiary continued medical, dental, life, disability coverages and such other benefits as
provided under any other welfare plans or programs in which he participated immediately prior to
his termination for a period of 36 months on the same basis as provided to other employees as of
the date of termination. Following such period, the Employer shall make available to such persons
any benefit continuation or conversion of rights otherwise provided at the time an employee’s
employment terminates (without offset for the coverage provided pursuant to the previous sentence),
under the Employer’s established welfare plans.

(d) Notwithstanding anything in this Agreement to the contrary, if Executive is deemed as of
the date of Executive’s termination of Employment to be a “specified employee” for purposes
of Section 409A(a)(2)(B)(i) of the Internal Revenue Code (the “Code”), to the extent
delayed commencement of any portion of the severance payments to which Executive is entitled under
this Agreement is required in order to avoid a prohibited distribution under Section
409A(a)(2)(B)(i) of the Code, such portion of the severance payments will not be provided to
Executive prior to the earlier of (1) the expiration of the six-month period measured from the date
of the Executive’s “separation from service” with the Company (as such term is defined in
the Treasury Regulations issued under Section 409A of the Code) or (2) Executive’s death. Upon the
expiration of the applicable Code Section 409A(a)(2)(B)(i) deferral period, all payments deferred
pursuant to this Section 3 shall be paid in a lump sum to Executive, and any remaining
payments due shall be paid as otherwise provided herein.

In addition, to the extent that the Employment Agreement, if any, or such other written agreement
between the Executive and the Employer, expressly covers the terms of severance payable, if any,
and such other benefits available to the Executive upon termination of his Employment following a
Change in Control, such Employment Agreement or other agreement shall govern and supersede the
terms of this, Agreement if such severance payable or other benefits are more favorable to the
Executive than those provided in this Agreement

4. No Setoff.

(a) The payments and benefits made or provided to the Executive, the Executive’s spouse or
other beneficiary under this Agreement shall not be reduced by the amount of any claim of the
Employer against the Executive or the Executive’s spouse or other beneficiary for
any debt or obligation of the Executive or the Executive’s spouse or other beneficiary to the
Employer.

 

4

 

(b) The Executive shall have no duty to seek employment following termination of Employment or
otherwise to mitigate damages. The amounts or benefits payable or available to the Executive, the
Executive’s spouse or other beneficiary under this Agreement shall not be reduced by any amount the
Executive may earn or receive from employment with another employer or from any other source.

5. Existing Rights. Any payments and benefits under this Agreement are in lieu of
benefits to which the Executive may be entitled under any severance plan or policy of the Employer,
but are in addition to any other benefits due to the Executive, the Executive’s spouse or other
beneficiaries from the Employer, including, but not limited to, payments under any other welfare or
retirement plan maintained by the Employer in which the Executive is or was eligible to
participate. No provision in this Agreement shall be construed to reduce or impair the Executive’s
rights and benefits under such welfare or retirement plans.

6. Other Termination.

(a) Termination Before Change in Control. Except as otherwise provided in Section 3,
if the Executive’s Employment is terminated for any reason before a Change in Control, severance
payments and benefits, if any, due to the Executive shall be determined under the Employer’s
severance plans or policies then in effect, and/or the Executive’s Employment Agreement, if any. In
such circumstances, the Executive shall not be entitled to any payments or benefits under this
Agreement, and the Employer shall have no further obligation to the Executive hereunder, except to
the extent provided under any welfare, retirement or other plan, policy or arrangement maintained
by the Employer in which the Executive is or was eligible to participate.

(b) Termination for Cause or Without Good Reason. If, following a Change in Control, (i) the
Executive’s Employment is terminated for Cause by the Board of Directors in accordance with the
provisions of the Executive’s Employment Agreement, or (ii) the Executive terminates the
Executive’s Employment without Good Reason, the Executive shall receive the payments and benefits,
if any, due to the Executive under the Executive’s Employment. Agreement. In such circumstances,
the Executive shall not be entitled to any payments or benefits under this Agreement, and the
Employer shall have no further obligation to the Executive hereunder, except to the extent provided
under any welfare, retirement or other plan, policy or arrangement maintained by the Employer in
which the Executive is or was eligible to participate.

(c) Death or Disability. If, following a Change in Control, the Executive’s Employment is
terminated by reason of death or Disability in accordance with the provisions of the Executive’s
Employment Agreement, the Executive, the Executive’s spouse or other beneficiary, as the case may
be, shall receive the payments and benefits, if any, due to the Executive under the Executive’s
Employment Agreement. In such circumstances, the Executive shall not be entitled to any payments or
benefits under this Agreement, and the Employer shall have no further obligation to the Executive
hereunder except to the extent provided under any welfare, retirement or other plan, policy or arrangement maintained by the Employer in which
the Executive is or was eligible to participate.

 

5

 

7. Section 280G. Notwithstanding any provision of this Agreement to the contrary, in
the event that:

(a) The aggregate payments or benefits to be made or afforded to the Executive under the this
Agreement or from the Company in any other manner (the “Termination Benefits”) would be
deemed to include an “excess parachute payment” under Section 280G of the Code, or any successor
thereto, and

(b) If such Termination Benefits were reduced to an amount (the “Non-Triggering
Amount”), the value of which is one dollar ($1.00) less than the amount that would result in an
“excess parachute payment” under Section 280G of the Code, and the Non-Triggering Amount would be
greater than the aggregate value of Termination Benefits (without such reduction) minus the amount
of tax required to be paid by Executive thereon by Section 4999 of the Code, then the Termination
Benefits shall be reduced so that the Termination Benefits are not more than the Non-Triggering
Amount. Termination Benefits shall be reduced as provided above, with the allocation of such
reduction to be as mutually agreed between the Executive and the Employer or, in the event the
parties cannot agree, in the following order: (1) any lump sum severance based on a multiple of
Base Salary or Bonus, (2) other cash amounts payable to the Executive, (3) any benefits valued as
parachute payments and (4) acceleration of vesting of any equity. The application of said Section
280G, and the allocation of the reduction required by this Section, shall be determined by the
Company’s auditors, at the Company’s expense, which shall provide detailed supporting calculations
to the Executive at his request. If the Company’s auditors determine that Termination Benefits must
be reduced pursuant to this Section, it shall furnish the Executive with a written opinion to such
effect.

8. Beneficiaries. If the Executive is entitled to payments and benefits under the
circumstances described above in Section 3, but dies before all amounts payable and
benefits available thereunder have been paid or provided, the remaining payments and benefits shall
be made or provided to the Executive’s surviving spouse, if any, or other beneficiary designated in
a writing delivered to the Employer (and in such form as is prescribed by the Employer). If the
Executive has no surviving spouse, and has not designated a beneficiary, the remaining payments
shall be made to the Executive’s estate.

9. Full Satisfaction; Waiver and Release. As a condition to receiving the payments and
benefits hereunder, the Executive shall execute and accept the terms and conditions of, and the
effectiveness of the General Release of All Claims attached to the Executive’s Employment Agreement
as Exhibit B.

10. Assignment. Except as provided above in Section 8, the Employer may not
assign this Agreement, or any rights, duties or obligations hereunder, except that the Employer’s
rights, duties, and obligations shall be binding obligations of any successor, as provided in
Section 2. No interest of the Executive (or the Executive’s spouse or other beneficiary)
nor any right to receive any payment or distribution hereunder shall be subject to sale, transfer,
assignment, pledge, attachment or garnishment or otherwise be assigned or encumbered. No such
interest or right shall be taken, voluntarily or involuntarily, for the satisfaction of the
obligations or debts of, or other claims against, the Executive (or the Executive’s spouse or other
beneficiary), including claims for alimony, child support, separate maintenance and claims in
bankruptcy.

 

6

 

11. Source of Payment. The rights created under this Agreement are unfunded promises
to provide severance pay and other benefits described herein in the event of the termination of the
Executive’s employment under the circumstances described above in Section 3. The Employer
shall not segregate assets for purposes of payment for any amounts due hereunder, nor shall any
provision contained herein be interpreted to require the Employer to segregate assets for purposes
of providing payment of any benefit hereunder. The Executive, the Executive’s spouse, or other
beneficiary shall not have any interest in or right against any specific assets of the Employer,
and any rights shall be limited to those of a general unsecured creditor.

12. Miscellaneous.

(a) Entire Agreement; Amendment. This Agreement contains the entire Agreement and
understanding between the Employer and the Executive and, except for the Employment Agreement and
any stock option agreements, supersedes all other agreements, written or oral, relating to the
payment of severance or any other benefit in the event of a Termination of Employment Without Cause
or with Good Reason in the event of a Change of Control, as described herein, including the Prior
Agreement. Any amendment or modification of the terms of this Agreement must be in writing and
signed by the Employer and the Executive to have any binding effect upon the parties.

(b) Applicable Law. Except to the extent preempted by federal law, this Agreement is governed
by, and shall ‘be construed and interpreted in accordance with the substantive laws of the State of
Illinois, not including the choice of law provisions thereof.

(c) No Employment Rights. Nothing contained herein shall be construed to confer upon the
Executive any right to continue in the employment of the Employer, or to limit the right of the
Employer to terminate the Executive’s employment at any time, with or without Cause, subject to the
Executive’s rights hereunder with respect to such termination.

(d) Notices. All notices under this Agreement shall be in writing and shall be deemed to have
been made when delivered or mailed by registered, or certified mail, or by a nationally recognized
overnight delivery service, postage or charges prepaid. All notices to the Company shall be sent
to:

APAC Customer Services, Inc.

Six Parkway North Center

Fourth Floor

Deerfield, IL 60015

Attention: General Counsel

 

7

 

All notices to the Executive shall be sent to the Executive’s last known address on
the Company’s records, or such other address as the Executive may furnish to the
Company.

(e) Severability. If any provision contained herein shall be found invalid and unenforceable,
the remaining provisions of this Agreement shall remain in full force and effect.

(f) Successors. This Agreement shall be binding upon and inure to the benefit of the parties
hereto and their respective heirs, representatives, and successors.

(g) Headings. The headings and subheadings contained in this Agreement are provided solely
for convenience of reference and shall not be construed or interpreted in any way as affecting the
meaning of any provision of this Agreement.

IN WITNESS WHEREOF, the Executive and the Employer have executed this Agreement as of the date
and year first set forth above.

	 	 	 	 	 
	 	 	APAC CUSTOMER SERVICES, INC.
	 
	 	 	 	 
	 

	 	By:	 	 
	 

	 	 	 	 
	 
	 	 	 	 
	 

	 	EXECUTIVE:

	 
	 	 	 	 
	 
	 	 	 	 
	 	 	 
	 	 	Robert J. Keller

 

8

 

EXHIBIT B

GENERAL RELEASE

OF ALL CLAIMS

1. For valuable consideration, the adequacy of which is hereby acknowledged, the Executive
hereby knowingly and voluntarily releases, indemnifies, and forever discharges APAC Customer
Services, Inc. (the “Company”) and the Company’s subsidiaries and affiliates, together with
all of their respective past and present directors, managers, officers, partners, employees and
attorneys in their official capacity acting on behalf of the Company, and each of their
predecessors, successors and assigns, and any of the foregoing in their capacity as a shareholder
or agent of the Company or its subsidiaries or affiliates (collectively, “Releasees”) from
any and all claims, charges, complaints, promises, agreements, controversies, liens, demands,
causes of action, obligations, attorney’s fees, damages and liabilities of any nature whatsoever,
known or unknown, suspected or unsuspected, which the Executive or his executors, administrators,
successors or assigns ever had, now have, or may hereafter claim to have against any of the
Releasees by reason of any matter, cause or thing whatsoever in connection with, or in any way
related to or arising out of, the Executive’s employment or termination of employment with the
Company, whether or not previously asserted before any state or federal court or before any state
or federal agency or governmental entity, even if such act or omission is found to have been an
intentional act or omission, or a negligent act or omission by the Releasees, from the beginning of
time to the date of this General Release of All Claims.

2. The Executive’s release of Releasees hereunder includes, without limitation, any rights or
claims arising out of or relating in any way to the Executive’s employment by or separation from
the Company or otherwise relating to any of the Releasees, or arising under any state or federal
statute or regulation including, the Age Discrimination in Employment Act of 1967, Title VII of the
Civil Rights Act of 1964, the Civil Rights Act of 1991, Section 1981 through 1988 of Title 42 of
the United States Code, the Employee Retirement Income Security Act of 1974, the Immigration Reform
Control Act, the Americans with Disabilities Act of 1990, the National Labor Relations Act, the
Fair Labor Standards Act, the Occupational Safety and Health Act, the Worker Adjustment and
Retraining Notification Act of 1988, the Illinois Human Rights Act, the Family and Medical Leave
Act of 1993, each as amended, any state antidiscrimination law, any state wage and hour law, any
other local, state or federal law, regulation or ordinance; any public policy, contract, tort, or
common law, or under any policy, agreement, understanding or promise, whether written or oral,
formal or informal, between any of the Releasees and the Executive, and any allegation for costs,
fees, or other expenses including attorneys’ fees incurred in these matters. The Executive further
represents that he has not, and never will, institute against the Company or any of the Releasees
any action or other proceeding in any court, administrative agency, or other tribunal of the United
States, any State thereof or any foreign jurisdiction, with respect to any claim or cause of action
of any type, arising or which may have existed at any time prior to the effective date of the
General Release of All Claims that is released by the General Release of All Claims. If Employee
does institute such a claim, he agrees to pay the reasonable costs incurred by the Company or any
of the Releasees in defending such action, including reasonable attorneys’ fees, experts’ fees and
costs.

 

 

3. The Executive represents and warrants that, to the knowledge of the Executive, there is no
reasonable basis for any third party to assert any claim against the Releasees acting in their
capacities under any federal, state or local law, including a breach of any applicable duty under
common law. The Executive further represents and warrants that, to the knowledge of the Executive,
there are no claims, actions, suits, investigations or proceedings threatened against the Releasees
under any federal, state or local law, including a breach of any applicable duty under common law,
The Executive further represents and warrants that, to the knowledge of the Executive, there is no
reasonable basis for the Company or its subsidiaries or affiliates to assert any claim against the
Executive for violation of any federal, state, or local law, or breach of any applicable duty under
common law.

4. The Executive represents that the Company has advised him to consult with an attorney of
his choosing prior to signing this Agreement. The Executive represents that he understands and
agrees that he has the right to have this Agreement and, specifically, the Executive’s Release,
reviewed by an attorney of the Executive’s choice and that he has in fact reviewed this Agreement
and, specifically, the Executive’s Release, with an attorney of his choice. The Executive further
represents that he read and understood each and every provision in this Agreement and that he had
the opportunity to consult with an attorney of his choice regarding the effect of each and every
provision of this Agreement.

5. The Executive acknowledges that the Company has advised the Executive that the Executive
has twenty-one (21) days in which to consider whether the Executive should sign this Release and
has advised the Executive that if the Executive signs this Release, the Executive has seven (7)
days following the date on which the Executive signs the Release to revoke it and that the Release
will not be effective until after this seven (7) day period had lapsed.

6. The Executive acknowledges that (i) the Executive is receiving consideration under the
Employment Agreement for his release in addition to anything of value to which is already entitled
and (ii) the Company is not entering into this Agreement because it believes that the Executive has
any cognizable legal claim against the Releasees. The Executive acknowledges and agrees that the
purpose of this Agreement is to provide him with further assistance in the transition of his
employment status, while at the same time protecting the Releasees from the expense and disruption
which are often incurred in defending against even a groundless lawsuit.

7. The Executive represents that he understands and agrees that the Company is under no
obligation to offer him this Agreement, that the Executive is under no obligation to consent to the
Executive’s Release, and that the Executive has entered into this Agreement freely and voluntarily
with complete understanding of all relevant facts, and that this Agreement and the Executive’s
Release are fair, adequate and reasonable.

8. The Executive acknowledges and agrees that, anything to the contrary in the General Release
of All Claims notwithstanding, the restrictive covenants set forth at Section 7 of the
Executive’s Employment Agreement with the Company (the “Employment Agreement”) shall remain
in effect between the Company and the Executive and are hereby made a part hereof and incorporated
herein in their entirety by reference.

 

2

 

9. The Executive agrees that he will fully cooperate in any claims, litigation or other legal
actions in which the Company or its subsidiaries or affiliates may become involved. Such
cooperation shall include the Executive making himself available, upon the request of the Company
and at the Company’s expense, for depositions, court appearances and interviews by Company’s
counsel. To the maximum extent permitted by law, the Executive agrees that he will notify the Board
of Directors, in care of the Chairman of the Board, if he is contacted by any government agency or
any other person contemplating or maintaining any claim or legal action against the Company or its
subsidiaries or affiliates or by any agent or attorney of such person.

10. Notwithstanding any other provision of this General Release of All Claims to the contrary,
this release does not apply: (i) to any rights or claims which arise after the execution of this
Agreement, including the Executive’s rights under the provisions of the Employment Agreement which
survive termination of employment; (ii) to any rights or claims with respect to indemnification and
directors and officers liability insurance coverage provided to the Executive pursuant to the
Employment Agreement; (iii) to any rights or claims to benefits due under any Company employee
benefit plan or program; or (iv) the Executive’s rights as a stockholder.

11. The provisions of this General Release of All Claims are severable, and if any part of it
is found to be unenforceable, the other Sections shall remain fully valid and enforceable. This
General Release of All Claims shall be construed in accordance with its fair meaning and in
accordance with the laws of the state of Illinois, without regard to conflicts of laws principles
thereof

PLEASE READ THIS AGREEMENT CAREFULLY. IT CONTAINS A RELEASE OF ALL KNOWN AND UNKNOWN CLAIMS.

Date: ________________, 20____

	 	 	 	 	 	 	 
	 	 	Executive:
	 
	 	 	 	 	 	 
	 
	 	 	 	 	 	 
	 	 	 
	 
	 	 	 	 	 	 
	 	 	Company:
	 
	 	 	 	 	 	 
	 	 	APAC Customer Services, Inc.
	 
	 	 	 	 	 	 
	 

	 	By:	 	 	 	 
	 	 	 	 	 
	 
	 	 	 	 	 	 
	 

	 	 	 	Its:	 	 
	 

	 	 	 	 	 	 

 

3

 

EXHIBIT C

AGREEMENT PROTECTING

COMPANY INTERESTS

	 	 	 	 	 
	Employee’s Last Name
	 	First Name
	 	Middle Initial
	 	 	 	 	 
	Keller
	 	Robert
	 	J.

In order for APAC Customer Services, Inc. (hereinafter referred to as the “Company”) to
maintain a competitive edge, the Company must protect its confidential information and customer
relationships.

Therefore, as a condition of employment with the Company, I agree as follows:

Definitions

1. “Confidential Information” means information (i) disclosed to or known by me as a
consequence of my employment with the Company, (ii) not generally known to others outside the
Company, and (iii) which relates to the Company’s marketing, sales, finances, operations,
processes, methods, techniques, devices, software programs, projections, strategies and plans,
personnel information, and client information, including client needs, contacts, particular
projects, particularized needs and preferences and contract cycles.

Nondisclosure of confidential information

2. I will not disclose or use any Confidential Information for the benefit of myself or
another, unless directed or authorized in writing by the Company to do so, until such time as the
information becomes known to the public through no fault of mine, except in furtherance of my
duties and obligations for the Company. The foregoing shall not apply to Confidential Information
that I am required to disclose by applicable law, regulation or legal process.

Return of company property

3. All documents and other tangible property relating in any way to the business of the
Company are the exclusive property of the Company (even if I authored or created them). I agree to
return all such documents and tangible property to the Company upon termination of employment or at
such earlier time as the Company may request.

Non-Solicitation of clients

4. During my employment with the Company and for two (2) years after termination of employment
with the Company for any reason, I shall not, directly or indirectly, arrange for or provide
outsourced business services, including inbound, outbound and interactive telephone and web based
services, or any other services provided to clients on behalf of the Company, to any client of the
Company with whom I had direct contact in the course of my employment with the Company or about
whom I learned Confidential Information as a result of my employment with the Company, nor will I
solicit, induce, or attempt to induce such clients to: (a) stop doing business with or through the Company, or (b) do business with any other person, firm,
partnership, corporation or other entity that provides products or services materially similar to
those provided by the Company.

 

 

Non-Solicitation of employees

5. For two (2) years following termination of my employment with the Company for any reason, I
shall not, directly or indirectly, induce or attempt to induce any employee of the Company, other
than clerical employees or my personal secretary, to terminate his/her employment with the Company,
nor will I hire or assist in the hiring of any such employee by any firm or entity of which I am an
employee, owner, partner or consultant.

Non-competition covenant

6. During my employment with the Company and for two (2) years after termination of my
employment with the Company for any reason, I shall not consult with, be employed by or be
affiliated with any business that offers outsourced business services, including inbound, outbound
and interactive telephone and web based services, or any other services offered by the Company
during my employment, in any geographic area or market in which the Company does business, because
to do so would inevitably involve the use or disclosure by me of Company trade secrets and other
Confidential Information.

Severability/Modification

7. If a provision of this Agreement is held invalid by a court of competent jurisdiction, the
remaining provisions will nonetheless be enforceable according to their terms. Further, if any
provision is held to be over broad as written, that provision should be amended to narrow its
application to the extent necessary to make the provision enforceable according to applicable law
and enforced as amended.

Governing law

8. This Agreement shall be construed, interpreted and enforced in accordance with the internal
laws of the State of Illinois without regard to its conflict of law provisions. I agree to submit
to the personal jurisdiction of any state or federal court in Illinois and consent to service of
process in connection with any action arising out of this Agreement.

Assignment

9. The Company may assign its rights under this Agreement to any successor in interest,
whether by merger, consolidation, sale of assets, or otherwise. This Agreement shall be binding
whether it is between me and the Company or between me and any successor or assigns of the Company.

No effect on term of employment

10. Nothing in this Agreement prevents or limits my right to terminate my employment at any
time for any reason, and nothing in this Agreement prevents or limits the
Company from terminating my employment at any time for any reason. I understand and agree that
there exist no promises or guarantees of permanent employment or employment for any specified term
by the Company.

 

2

 

Irreparable harm

11. I agree that irreparable harm would result from my breach or threatened breach of this
Agreement, and money damages would not provide adequate relief. I agree that the Company shall be
entitled to seek and obtain temporary, preliminary, and permanent injunctive relief restraining me
from committing or continuing any breach without the Company posting a bond. I further agree that I
will be liable for the amount of reasonable attorney’s fees incurred by the Company if the Company
retains a lawyer to protect its rights under this Agreement.

Entire agreement

12. I understand that this Agreement contains the entire agreement and understanding between
the Company and me with respect to the provisions contained in this Agreement, and that no
representations, promises, agreements, or understandings, written or oral, related thereto which
are not contained in this Agreement will be given any force or effect. No change or modification of
this Agreement will be valid or binding unless it is in writing and signed by the party against
whom the change or modification is sought to be enforced. I further understand that even if the
Company waives or fails to enforce any provision of this Agreement in one instance, that will not
constitute a waiver of any other provisions of this Agreement at this time, or a waiver of that
provision at any other time.

	 	 	 
	 

	 	EMPLOYEE
	 
	 	 
	 
	 	 
	 

	 	 
	 

	 	Signature of Employee
	 
	 	 
	 
	 	 
	 

	 	 
	 

	 	Date
	 
	 	 
	 

	 	APAC Customer Services, Inc.
	 
	 	 
	 
	 	 
	 

	 	 
	 

	 	By
	 
	 	 
	 
	 	 
	 

	 	 
	 

	 	Date

 

3Filed by Bowne Pure Compliance

 

Exhibit 10.11

FORM OF AMENDED ESA

AMENDED AND RESTATED EMPLOYMENT SECURITY AGREEMENT

This Amended and Restated Employment Security Agreement (the “Agreement”) is entered into as
of this
 _____ 
day of
 _____ 
, 2007, by and between APAC Customer Services, Inc. (the
“Employer”) and
 _____ 
(the “Executive”).

WITNESSETH:

WHEREAS, the Executive is currently employed by the Employer as its [Title]; and

WHEREAS, the Executive and the Employer are parties to an Employment Security Agreement dated

 _____ 
(the “Prior Agreement”); and

WHEREAS, the Executive and the Employer desire to amend and restate the Prior Agreement in the
form of this Agreement; and

WHEREAS, in the event of a change in control of the Employer, the Employer desires to provide
certain security to the Employer and the Executive, and to retain the Executive’s continued
devotion of the Executive’s business time and attention to the Employer’s affairs; and

WHEREAS, the Executive and the Employer desire to enter into this Agreement, which sets forth
the terms of the security the Employer is providing the Executive with respect to the Executive’s
employment in the event of a change in control of the Employer;

NOW, THEREFORE, in consideration of the mutual covenants and promises contained herein, and
other good and valuable consideration, the receipt and sufficiency of which are hereby
acknowledged, the Employer and the Executive agree as follows:

1. Definitions. For purposes of this Agreement, the following terms shall have the meanings
set forth below:

(a) “Base Salary” shall mean the higher of the Executive’s annual base salary at the rate in
effect on (i) the date of a Change in Control, or (ii) the date the Executive’s Employment
terminates without regard to any reduction made in connection with an event constituting Good
Reason hereunder.

(b) “Bonus” shall mean the bonus based on the Executive’s Base Salary that is payable to the
Executive under the Employer’s annual incentive bonus plan, as in effect from time to time or under
a successor annual incentive plan, at the target payout level in effect on the date the Executive’s
Employment terminates without regard to any reduction made in connection with an event constituting
Good Reason hereunder or on the date of a Change in Control, whichever produces a greater result.

(c) “Cause” shall exist only if:

	 	(i)	 	The Executive is grossly negligent or engages
in gross misconduct in the performance of his employment duties;

 

1

 

Exhibit 10.11

FORM OF AMENDED ESA

	 	(ii)	 	The Executive willfully disobeys the lawful
directions received from the Company or from the person to whom the
Executive directly reports or of established policies of the Company;
or

	 
	 	(iii)	 	The Executive commits a crime involving fraud
or moral turpitude that can reasonably be expected to have an adverse
effect on the business, reputation or financial situation of the
Employer.

(d) “Change in Control” shall mean any of the following events:

	 	(i)	 	A tender offer shall be made and consummated
for the ownership of more than 50% of the outstanding voting securities
of the Employer;

	 
	 	(ii)	 	The Employer shall be merged or consolidated
with another corporation and as a result of such merger or
consolidation less than 50% of the outstanding voting securities of the
surviving or resulting corporation shall be owned in the aggregate by
the former shareholders of the Employer, as the same shall have existed
immediately prior to such merger or consolidation;

	 
	 	(iii)	 	The Employer shall sell all or substantially
all of its assets to another corporation which is not a wholly-owned
subsidiary or affiliate;

	 
	 	(iv)	 	As the result of, or in connection with, any
contested election for the Board of Directors of the Employer, or any
tender or exchange offer, merger or business combination or sale of
assets, or any combination of the foregoing (a “Transaction”), the
persons who were Directors of the Employer before the Transaction shall
cease to constitute a majority of the Board of Directors of the
Employer, or any successor thereto; or

	 
	 	(v)	 	A person, within the meaning of Section 3(a)(9)
or of Section 13(d)(3) (as in effect on the date hereof) of the
Securities and Exchange Act of 1934 (“Exchange Act”), other than any
employee benefit plan then maintained by the Employer, shall acquire
more than 50% of the outstanding voting securities of the Employer
(whether, directly, indirectly, beneficially or of record). For
purposes hereof, ownership of voting securities shall take into account
and shall include ownership as determined by applying the provisions of
Rule 13d-3(d)(l)(i) (as in effect on the date hereof) pursuant to the
Exchange Act.

Notwithstanding the foregoing, (A) a Change in Control will not occur for purposes of this
Agreement merely due to the death of Theodore G. Schwartz, or as a result of the acquisition by
Theodore G. Schwartz, alone or with one or more affiliates or associates, as defined in the
Exchange Act, of securities of the Employer, as part of a going-private transaction or otherwise,

 

2

 

Exhibit 10.11

FORM OF AMENDED ESA

unless Mr. Schwartz or his affiliates, associates, family members or trusts for the benefit of
family members (collectively, the “Schwartz Entities”) do not control, directly or indirectly, at
least twenty-seven percent (27%) of the resulting entity, and (B) if the Schwartz Entities control,
directly or indirectly, less than twenty-seven (27%) percent of the Employer’s voting securities
while it is a public company, then “33-1/3%” shall be substituted for “50%” in clauses (i) and (v)
of this Section 2(d), and “66-2/3%” shall be substituted for “50%” in clause (ii) of this Section
2(d).

(e) “Disability” shall mean, to the extent such term is not defined in an Employment
Agreement, if any, a physical or mental condition that entitles the Executive to benefits under the
Employer-sponsored long term disability plan in which the Executive participates.

(f) “Employment” shall mean being in the employ of the Employer.

(g) “Employment Agreement” shall mean a written agreement between the Executive and the
Employer covering the terms and conditions of Executive’s employment with the Employer.

(h) “Good Reason” shall exist if, after notice by the Executive within 30 days of the
existence of one of the following conditions, such notice given to the Employer and providing a
thirty (30) day opportunity by the Employer to cure (during which it does not cure the condition):

	 	(i)	 	The principal place of work (not including
regular business travel) is relocated by more than fifty (50) miles;

	 
	 	(ii)	 	The Executive’s duties, responsibilities or
authority as an executive employee are materially reduced or diminished
from those in effect immediately prior to a Change in Control without
the Executive’s written consent, provided that any reduction or
diminishment in any of the foregoing resulting merely from the
acquisition of the Employer and its existence as a subsidiary or
division of another entity shall not be sufficient to constitute Good
Reason;

	 
	 	(iii)	 	Executive’s base salary is reduced; or

	 
	 	(iv)	 	The Employer violates the material terms of
this Agreement, or an employment agreement, if any.

2. Term. The term of this Agreement shall be the period commencing on the effective date
first set forth above and terminating on the date the Executive’s employment with the Employer is
terminated; provided that, if the Executive’s employment is terminated following a Change in
Control under the circumstances described in Section 3, the term shall continue in effect until all
payments and benefits have been made or provided to the Executive hereunder.

 

3

 

Exhibit 10.11

FORM OF AMENDED ESA

In the event of a liquidation, dissolution, consolidation or merger of the Employer or
transfer of all or a significant portion of its assets, Employer will cause a successor or
successors (by merger, consolidation or otherwise) to which all or a significant portion of its
assets have been transferred to assume (either by operation of law or otherwise) all duties and
obligations of the Employer under this Agreement and any employment agreement.

3. Benefits Upon Termination of Employment. If (i) the Employer terminates the Executive’s
Employment without Cause coincident with or at any time within 12 months following a Change in
Control; or (ii) the Executive terminates the Executive’s Employment by resignation due to an event
constituting Good Reason that occurs coincident with or at any time within 12 months following a
Change in Control, the Executive shall be entitled to receive the following:

(a) Severance Pay. The Employer shall pay to the Executive an amount equal to [12 FOR VPS and
18 FOR SVPS] months of the Executive’s Base Salary and [1 FOR VPS and 1 1/2 FOR SVPS] times the
Executive’s Bonus. Subject to Subsection (d) below, payment shall be made in a lump sum within
thirty (30) days after termination of the Executive’s Employment.

(b) Stock Options. To the extent the Executive has any outstanding option or options to
purchase common stock of the Employer as of the date of the Change in Control, the exercisability
of such options shall be determined in accordance with the terms of the Employer’s stock option
plan then in effect, and/or a written agreement entered into by the Employer and the Executive,
which covers the terms and conditions of the exercise of such option or options.

(c) Health Benefits. The Employer shall provide to the Executive, the Executive’s spouse or
beneficiary continued medical, dental, life, disability coverages and such other benefits as
provided under any other welfare plans or programs in which he participated immediately prior to
his termination for a period of [12 FOR VPS and 18 FOR SVPS] months on the same basis as provided
to other employees as of the date of termination. Following such period, the Employer shall make
available to such persons any benefit continuation or conversion of rights otherwise provided at
the time an employee’s employment terminates (without offset for the coverage provided pursuant to
the previous sentence), under the Employer’s established welfare plans.

(d) Notwithstanding anything in this Agreement to the contrary, if Executive is deemed as of
the date of Executive’s termination of Employment to be a “specified employee” for purposes of
Section 409A(a)(2)(B)(i) of the Internal Revenue Code (the “Code”), to the extent delayed
commencement of any portion of the severance payments to which Executive is entitled under this
Agreement is required in order to avoid a prohibited distribution under Section 409A(a)(2)(B)(i) of
the Code, such portion of the severance payments will not be provided to Executive prior to the
earlier of (1) the expiration of the six-month period measured from the date of the Executive’s
“separation from service” with the Company (as such term is defined in the Treasury Regulations
issued under Section 409A of the Code) or (2) Executive’s death. Upon the expiration of the
applicable Code Section 409A(a)(2)(B)(i) deferral period, all
payments deferred pursuant to this Section 3 shall be paid in a lump sum to Executive, and any
remaining payments due shall be paid as otherwise provided herein.

 

4

 

Exhibit 10.11

FORM OF AMENDED ESA

In addition, to the extent that an Employment Agreement, if any, or such other written agreement
between the Executive and the Employer, expressly covers the terms of severance payable, if any,
and such other benefits available to the Executive upon termination of his Employment following a
Change in Control, such Employment Agreement or other agreement shall govern and supersede the
terms of this Agreement if such severance payable or other benefits are more favorable to the
Executive than those provided in this Agreement.

4. No Setoff.

(a) The payments and benefits made or provided to the Executive, the Executive’s spouse or
other beneficiary under this Agreement shall not be reduced by the amount of any claim of the
Employer against the Executive or the Executive’s spouse or other beneficiary for any debt or
obligation of the Executive or the Executive’s spouse or other beneficiary to the Employer.

(b) The Executive shall have no duty to seek employment following termination of Employment or
otherwise to mitigate damages. The amounts or benefits payable or available to the Executive, the
Executive’s spouse or other beneficiary under this Agreement shall not be reduced by any amount the
Executive may earn or receive from employment with another employer or from any other source.

5. Existing Rights. Any payments and benefits under this Agreement are in lieu of benefits to
which the Executive may be entitled under any severance plan or policy of the Employer, but are in
addition to any other benefits due to the Executive, the Executive’s spouse or other beneficiaries
from the Employer, including, but not limited to, payments under any other welfare or retirement
plan maintained by the Employer in which the Executive is or was eligible to participate. No
provision in this Agreement shall be construed to reduce or impair the Executive’s rights and
benefits under such welfare or retirement plans.

6. Other Termination.

(a) Termination Before Change in Control. If the Executive’s Employment is terminated for any
reason before a Change in Control, severance payments, if any, due to the Executive shall be
determined under the Employer’s severance plans or policies then in effect, and/or the Executive’s
Employment Agreement, if any. In such circumstances, the Executive shall not be entitled to any
payments or benefits under this Agreement, and the Employer shall have no further obligation to the
Executive hereunder, except to the extent provided under any welfare, retirement or other plan,
policy or arrangement maintained by the Employer in which the Executive is or was eligible to
participate.

(b) Termination for Cause or Without Good Reason. If, following a Change in Control, (i) the
Executive’s Employment is terminated for Cause by the Board of Directors acting in good faith by
written notice by the Employer to the Executive specifying the event relied upon for such
termination, or (ii) the Executive terminates the Executive’s Employment without Good Reason, the
Executive shall receive the Executive’s Base Salary at the rate then in

 

5

 

Exhibit 10.11

FORM OF AMENDED ESA

effect on the date the, Executive’s Employment terminates paid through the date of
termination. In such circumstances, the Executive shall not be entitled to any payments or benefits
under this Agreement, and the Employer shall have no further obligation to the Executive hereunder,
except to the extent provided under any welfare, retirement or other plan, policy or arrangement
maintained by the Employer in which the Executive is or was eligible to participate.

(c) Death or Disability. If the Executive’s Employment is terminated by reason of death or
Disability, the Executive, the Executive’s spouse or other beneficiary, as the case may be, shall
not be entitled to any payments or benefits under this Agreement, and the Employer shall have no
further obligation to the Executive hereunder except to the extent provided under any welfare,
retirement or other plan, policy or arrangement maintained by the Employer in which the Executive
is or was eligible to participate.

7. Section 280G. Notwithstanding any provision of this Agreement to the contrary, in the
event that:

(a) The aggregate payments or benefits to be made or afforded to the Executive under the this
Agreement or from the Company in any other manner (the “Termination Benefits”) would be deemed to
include an “excess parachute payment” under Section 280G of the Code, or any successor thereto, and

(b) If such Termination Benefits were reduced to an amount (the “Non-Triggering Amount”), the
value of which is one dollar ($1.00) less than the amount that would result in an “excess parachute
payment” under Section 280G of the Code, and the Non-Triggering Amount would be greater than the
aggregate value of Termination Benefits (without such reduction) minus the amount of tax required
to be paid by Executive thereon by Section 4999 of the Code, then the Termination Benefits shall be
reduced so that the Termination Benefits are not more than the Non-Triggering Amount. The
application of said Section 280G, and the allocation of the reduction required by this Section,
shall be determined by the Company’s auditors.

8. Beneficiaries. If the Executive is entitled to payments and benefits under the
circumstances described above in Section 3, but dies before all amounts payable and benefits
available thereunder have been paid or provided, the remaining payments and benefits shall be made
or provided to the Executive’s surviving spouse, if any, or other beneficiary designated in a
writing delivered to the Employer (and in such form as is prescribed by the Employer). If the
Executive has no surviving spouse, and has not designated a beneficiary, the remaining payments
shall be made to the Executive’s estate.

9. Full Satisfaction; Waiver and Release. As a condition to receiving the payments and
benefits hereunder, the Executive shall execute a document in customary form, releasing and waiving
any and all claims, causes of actions and the like against the Employer, their respective
successors, shareholders, officers, trustees, agents and employees, regarding all matters relating
to the Executive’s service as an employee of the Employer and to the termination of such
relationship. Such claims include, without limitation, any claims arising under the Age
Discrimination in Employment Act of 1967, as amended (the “ADEA”); Title VII of the Civil Rights
Act of 1964, as amended; the Civil Rights Act of 1991, as amended; the

 

6

 

Exhibit 10.11

FORM OF AMENDED ESA

Equal Pay Act of 1962, as amended; the Americans With Disabilities Act of 1990, as amended;
the Family Medical Leave Act, as amended; the Employee Retirement Income Security Act of 1974, as
amended; or any other federal, state or local statute or ordinance, but exclude claims arising
under the ADEA to challenge the provisions of this Section 9, and any claims that arise out of an
asserted breach of the terms of this Agreement or claims related to the matters described in
Section 5.

10. Assignment. Except as provided above in Section 8, the Employer may not assign this
Agreement, or any rights, duties or obligations hereunder, except that the Employer’s rights,
duties, and obligations shall be binding obligations of any successor, as provided in Section 2.
No interest of the Executive (or the Executive’s spouse or other beneficiary) nor any right to
receive any payment or distribution hereunder shall be subject to sale, transfer, assignment,
pledge, attachment or garnishment or otherwise be assigned or encumbered. No such interest or right
shall be taken, voluntarily or involuntarily, for the satisfaction of the obligations or debts of,
or other claims against, the Executive (or the Executive’s spouse or other beneficiary), including
claims for alimony, child support, separate maintenance and claims in bankruptcy.

11. Source of Payment. The rights created under this Agreement are unfunded promises to
provide severance pay and other benefits described herein in the event of the termination of the
Executive’s Employment under the circumstances described above in Section 3. The Employer shall
not segregate assets for purposes of payment for any amounts due hereunder, nor shall any provision
contained herein be interpreted to require the Employer to segregate assets for purposes of
providing payment of any benefit hereunder. The Executive, the Executive’s spouse, or other
beneficiary shall not have any interest in or right against any specific assets of the Employer,
and any rights shall be limited to those of a general unsecured creditor.

12. Miscellaneous.

(a) Entire Agreement; Amendment. This Agreement contains the entire Agreement and
understanding between the Employer and the Executive and, except for any employment agreement and
stock option agreements, supersedes all other agreements, written or oral, relating to the payment
of severance or any other benefit in the event of a Termination of Employment Without Cause or with
Good Reason in the event of a Change of Control, as described herein, including the Prior
Agreement. Any amendment or modification of the terms of this Agreement must be in writing and
signed by the Employer and the Executive to have any binding effect upon the parties.

(b) Applicable Law. Except to the extent preempted by federal law, this Agreement is governed
by, and shall be construed and interpreted in accordance with the substantive laws of the State of
Illinois, not including the choice of law provisions thereof.

(c) No Employment Rights. Nothing contained herein shall be construed to confer upon the
Executive any right to continue in the employment of the Employer, or to limit the right of the
Employer to terminate the Executive’s employment at any time, with or without Cause, subject to the
Executive’s rights hereunder with respect to such termination.

 

7

 

Exhibit 10.11

FORM OF AMENDED ESA

(d) Notices. All notices under this Agreement shall be in writing and shall be deemed to have
been made when delivered or mailed by registered, or certified mail, or by a nationally recognized
overnight delivery service, postage or charges prepaid. All notices to the Company shall be sent
to:

APAC Customer Services, Inc.

Six Parkway North Center

Fourth Floor

Deerfield, IL 60015

Attention: Chief Executive Officer

All notices to the Executive shall be sent to the Executive’s last known address on the Company’s
records, or such other address as the Executive may furnish to the Company.

(e) Severability. If any provision contained herein shall be found invalid an unenforceable,
the remaining provisions of this Agreement shall remain in full force and effect.

(f) Successors. This Agreement shall be binding upon and inure to the benefit of the parties
hereto and their respective heirs, representatives, and successors.

(g) Headings. The headings and subheadings contained in this Agreement are provided solely for
convenience of reference and shall not be construed or interpreted in any way as affecting the
meaning of any provision of this Agreement.

IN
WITNESS WHEREOF, the Executive and the Employer have executed
this Agreement as of the date set forth above.

	 	 	 	 	 
	 	 	APAC CUSTOMER SERVICES, INC.
	 
	 	 	 	 
	 

	 	By:	 	 
	 

	 	 	 	 
	 
	 	 	 	 
	 	 	EXECUTIVE
	 
	 	 	 	 
	 
	 	 	 	 
	 	 	 
	 	 	[Name]

 

8

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