Document:

Filed by Bowne Pure Compliance

 

Exhibit 10.1

Execution Version

AMENDMENT NUMBER 5

TO

MASTER TELESERVICES AGREEMENT NUMBER 750-03610-2002

BETWEEN

CELLCO PARTNERSHIP d/b/a VERIZON WIRELESS

AND

APAC CUSTOMER SERVICES, INC.

	1.	 	PARTIES

This Amendment Number 5 (“Amendment”) to the Master Teleservices Agreement Number
750-03610-2002 (“Agreement”) by and between APAC Customer Services, Inc., an Illinois
corporation, with offices at Six Parkway North, Deerfield, Illinois, 60015, (“Company”)
and Cellco Partnership d/b/a Verizon Wireless, a Delaware general partnership, having an
office and principal place of business at One Verizon Way, Basking Ridge, New Jersey 07920
(“Verizon Wireless”) is made and entered into on and as of the date of execution by the
last signing party and shall take effect January 1, 2007.

	2.	 	AMENDMENT OF AGREEMENT.

The following provisions of the Agreement are amended as follows:

(a) Exhibit E, Service Level Agreement, is deleted in its entirety and replaced with a new
Exhibit E, Service Level Agreement, attached hereto as Addendum A.

	3.	 	EFFECT OF AMENDMENT.

This Amendment is an integral part of the Agreement. Terms used herein which are defined
or specified in the Agreement shall have the meanings set forth therein. If there are any
inconsistencies between a specific term or condition of this Amendment and a specific term
or condition of the Agreement, the specific term or condition of this Amendment shall
control.

Except as amended hereby, the Agreement shall continue in full force and effect.

	4.	 	SIGNATURES.

IN WITNESS WHEREOF, the parties hereto have caused this Amendment to be executed by their
duly authorized officers or representatives.

	 	 	 	 	 	 	 
	CELLCO PARTNERSHIP d/b/a	 	APAC Customer Services, Inc.
	Verizon Wireless	 	 	 	 
	 
	 	 	 	 	 	 
	By:

	 	/s/ Timothy J. Riordan
	 	By:
	 	/s/ James McClenanahan
	 

	 	 
	 	 	 	 
	 
	 	 	 	 	 	 
	Name: Timothy J. Riordan	 	Name: James McClenanahan
	 
	 	 	 	 	 	 
	Title: Assoc. Dir. HR Customer Service	 	Title: SVP Sales
	 
	 	 	 	 	 	 
	Date: 2/5/07	 	Date: 1/30/07

IManage #554069

Matter #710-10956-2006

Page 1 of 4

Cellco Partnership d/b/a Verizon Wireless—Proprietary and ConfidentialFiled by Bowne Pure Compliance

 

Exhibit 10.2

PERSONAL AND CONFIDENTIAL 

March 11, 2008

Mr. Arthur Di Bari

2538 S.W. Park Meadows Trail

Palm City, FL 34990

Dear Art:

I am pleased to present this offer of employment to join APAC Customer Services, Inc.
(“APAC”) as Senior Vice President, Operations reporting to me. The following terms will apply:

	 	1.	 	Your start date will be March 24, 2008.

	 	2.	 	Your starting base salary will be $285,000.00 on an annualized basis, payable
bi-weekly. (This “base salary” is stated for convenience only and is not intended as an
annual contract of employment.) Your base salary will be reviewed each year at the time
when increases for executives of APAC are considered. At the present time that occurs on or
about April 1 of each year.

	 	3.	 	You will receive a sign-on bonus in the amount of $45,000, payable in 2 installments,
the first at the end of April, 2008 and the second at the end of June 2008.

	 	4.	 	You will be a participant in an incentive compensation plan as described in the
attached document titled “2008 Plan”. Your target for this plan will be 50% of base pay
with upside opportunity as detailed in the attachment.

	 	5.	 	You will be entitled to paid vacation of four (4) weeks and will also be entitled to
participate in all employee benefit plans and programs extended to employees at the
executive level.

	 	6.	 	Based on your official start date, you will be granted options to purchase 300,000
shares of APAC stock at an exercise price equal to the official closing price of APAC’s
common stock on that date. These options will vest at the rate of 20% per year during the
first five years of your employment.

	 	7.	 	Upon joining the company, you will receive an Employment Security Agreement, which
outlines additional cash compensation protection in the event of “Change in Control” of the
Company (draft copy enclosed). As a condition of employment, you will sign an Agreement
Protecting Company Interests, a copy of which is enclosed.

	 	8.	 	As a condition of employment, you will sign an “Agreement Protecting Company
Interests”, a copy of which is enclosed.

	 	9.	 	Except for (1.) your termination of employment in connection with a “change in control”
as defined in the Employment Security Agreement referenced above, or (2.) your termination
of employment by APAC “for cause” (Defined as “(i) gross misconduct or gross negligence in
the performance of your employment duties; (ii) willful disobedience by you of the lawful
directions received from the Company or from the person to whom you directly report or of
established policies of the Company; or (iii) commission by you 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”), and provided you sign a
then-current Waiver & Release Agreement, APAC will pay you severance equal to one-half
(1/2) of the monthly amount of your then-current Base Salary during each of the following
twelve (12) months following such termination. Severance payments will be made in
accordance with either this agreement or the prevailing change of control agreement,
whichever is more advantageous to you; but in no event will severance payments be made under both
agreements. Such payments will be made on APAC’s customary payroll dates in installment
equal to one-half (1/2) of your regular biweekly salary, less all applicable withholding
taxes.

 

 

 

Mr. Arthur Di Bari

March 11, 2008

Page 2 of 2

Notwithstanding the foregoing, if you are deemed at the time of your separation from
service 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 you are 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 your severance payments will not be provided to you prior to the earlier
of (1) expiration of the six-month period measured from the date of your “separation
from service” with the Company (as such term is defined in Treasury Regulations issued
under Section 409A of the Code) or (2) your death. Upon expiration of the applicable
Code Section 409A(a)(2)(B)(i) deferral period, all payments deferred pursuant to this
paragraph shall be paid in a lump sum to you, and any remaining payments due shall be
paid as otherwise provided herein.

	 	10.	 	This offer is extended contingent upon receipt of a completed Application for
Employment, satisfactory references, and adequate results of a background investigation.

	 	11.	 	You hereby represent and warrant that you are not subject to any covenants, agreements
of restrictions, including, without limitation, any covenants, agreements or restrictions
arising out of your prior employment or independent contractor relationships, which would
be breached or violated by your acceptance of this offer of employment or by your
performance of your duties. You acknowledge that it is APAC’s express policy to abstain
from the use or disclosure of the trade secrets and proprietary information of third
parties, and you hereby expressly covenant that you will not use or disclose trade secrets
or proprietary information of third parties while working at APAC.

Art, we are excited about your joining APAC. If you have any questions please don’t hesitate to
contact me.

Sincerely,

APAC CUSTOMER SERVICES, INC.

/s/ Michael P. Marrow

Michael P. Marrow

President and Chief Executive Officer

MPM/MVH/kbo

	 	 	 
	 

	 	ACCEPTED BY:
	 
	 	 
	 

	 	/s/ Arthur Di Bari
	 

	 	 
	 

	 	Arthur Di Bari
	 
	 	 
	 

	 	3/13/08
	 

	 	 
	 

	 	DateFiled by Bowne Pure Compliance

 

Exhibit 10.3

PERSONAL AND CONFIDENTIAL 

March 18, 2008

Mr. Mark Anderson

6730 Tomahawk Road

Mission Hills, KS 66208

Dear Mark:

I am pleased to present this offer of employment to join APAC Customer Services, Inc.
(“APAC”) as Senior Vice President, Sales. The following terms will apply:

	 	1.	 	Your start date will be on or before April 7, 2008.

	 	2.	 	Your starting base salary will be $245,000.00 on an annualized basis, payable
bi-weekly. (This “base salary” is stated for convenience only and is not intended as an
annual contract of employment.) Your base salary will be reviewed each year at the time
when increases for executives of APAC are considered. At the present time that occurs on or
about April 1 of each year.

	 	3.	 	You will be a participant in an incentive compensation plan, target at 50% of base;
maximum at 150% of base; performance metrics to be determined by the Committee for all
Senior Executives.

	 	4.	 	You will be entitled to paid vacation of four (4) weeks and will also be entitled to
participate in all employee benefit plans and programs extended to employees at the
executive level.

	 	5.	 	Based on your official start date, you will be granted options to purchase 200,000
shares of APAC stock at an exercise price equal to the official closing price of APAC’s
common stock on that date. These options will vest at the rate of 20% per year during the
first five years of your employment.

	 	6.	 	Upon joining the company, you will receive an Employment Security Agreement, which
outlines additional cash compensation protection in the event of “Change in Control” of the
Company (draft copy enclosed). As a condition of employment, you will sign an Agreement
Protecting Company Interests, a copy of which is enclosed.

	 	7.	 	As a condition of employment, you will sign an “Agreement Protecting Company
Interests”, a copy of which is enclosed.

	 	8.	 	Except for (1.) your termination of employment in connection with a “change in control”
as defined in the Employment Security Agreement referenced above, or (2.) your termination
of employment by APAC “for cause” (Defined as “(i) gross misconduct or gross negligence in
the performance of your employment duties; (ii) willful disobedience by you of the lawful
directions received from the Company or from the person to whom you directly report or of
established policies of the Company; or (iii) commission by you 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”), and provided you sign a
then-current Waiver & Release Agreement, APAC will pay you severance equal to one-half
(1/2) of the monthly amount of your then-current Base Salary during each of the following
twelve (12) months following such termination. Severance payments will be made in
accordance with either this agreement or the prevailing change of control agreement,
whichever is more advantageous to you; but in no event will severance payments be made
under both agreements. Such payments will be made on APAC’s customary payroll dates in
installment equal to one-half (1/2) of your regular biweekly salary, less all applicable
withholding taxes.

 

 

 

Notwithstanding the foregoing, if you are deemed at the time of your separation from
service 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 you are 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 your severance payments will not be provided to you prior to the earlier
of (1) expiration of the six-month period measured from the date of your “separation
from service” with the Company (as such term is defined in Treasury Regulations issued
under Section 409A of the Code) or (2) your death. Upon expiration of the applicable
Code Section 409A(a)(2)(B)(i) deferral period, all payments deferred pursuant to this
paragraph shall be paid in a lump sum to you, and any remaining payments due shall be
paid as otherwise provided herein.

	 	9.	 	This offer is extended contingent upon receipt of a completed Application for
Employment, satisfactory references, and adequate results of a background investigation.

	 	10.	 	You hereby represent and warrant that you are not subject to any covenants, agreements
of restrictions, including, without limitation, any covenants, agreements or restrictions
arising out of your prior employment or independent contractor relationships, which would
be breached or violated by your acceptance of this offer of employment or by your
performance of your duties. You acknowledge that it is APAC’s express policy to abstain
from the use or disclosure of the trade secrets and proprietary information of third
parties, and you hereby expressly covenant that you will not use or disclose trade secrets
or proprietary information of third parties while working at APAC.

Mark, we are excited about your joining APAC. If you have any questions please don’t hesitate to
contact me.

Sincerely,

APAC CUSTOMER SERVICES, INC.

/s/Michael P. Marrow

Michael P. Marrow

President and Chief Executive Officer

MPM/MVH/kbo

	 	 	 
	 

	 	ACCEPTED BY:
	 
	 	 
	 

	 	/s/ Mark K. Anderson
	 

	 	 
	 

	 	Mark Anderson
	 
	 	 
	 

	 	3-20-2008
	 

	 	 
	 

	 	Date

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